Primary City/State:

Mesa, Arizona

Department Name:

Consumer Care-Corp

Work Shift:

Day

Job Category:

Marketing and Communications

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

We are seeking candidates who are motivated and enthusiastic to be part of the Community Engagement team . Within this position you will be responsible for registering interested parties in prenatal education classes, medical symposiums/conferences, and clinical certification courses. This role also includes scheduling new patient appointments with primary care providers. You must be able to communicate well with our patients and provide extraordinary customer service. There is room for growth and this role offers great stability.

Department: Consumer Experience

Location: Banner Health Corp Mesa (525 W Brown Rd)

Duties: Registering interested parties in prenatal education classes, medical symposiums/conferences, and clinical certification courses. This role also includes scheduling new patient appointments with primary care providers.

Shift M-F 8 AM-4:30 PM

Training: 8 AM-4:30 PM

Three year's call center experience would be helpful.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY

This position efficiently responds to and processes inbound and outbound calls, emails, digital commerce applications and leverages tools for symptom based call evaluation. This position manages incoming member/patient calls to evaluate call purpose and acuity utilizing established protocols, documenting the purpose, information and resultant disposition of the call. Also facilitates appropriate referrals to physicians, services, and facilities, and/or directs individuals to other departments or services that may meet the patient needs. Manages and maintains class registry information and reservations online. 

CORE FUNCTIONS

1. Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.

2. Initial point of contact for calls and messages to the Nurse Now line prior to routing to RN Triage staff.  Utilizes symptom-based guidelines and documents all calls for medical/legal purposes using appropriate tools. Documents in a timely manner to ensure compliance with established policies and procedures. Determines the acuity of situation/needs and routes callers to the appropriate level of care or resolution.

3. Maintains accurate documentation and entry of information into Cerner, BHN database and other databases. Maintains accurate documentation and encounter information related to this work.   

4. Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels.

5. Provides customers with physician or other provider referrals upon request via phone or email. Completes reservations for community education and events facilitated and offered by Banner. Follows detailed instructions provided to accurately and efficiently complete reservation and referral requests. Maintains and organizes class and event schedule as well as physician profiles within a database, paperwork and/or documentation and ensures the confidentiality of those items.

6. As assigned, process payments and ensure security and confidentiality of electronic credit card payments, adjustments, correspondence, refunds, in an accurate and timely manner, meeting goals in work quality and productivity. Coordinates with other staff members and department staff as necessary ensure correct processing. May perform other office and clerical support work including, but not limited to, making copies, sending faxes communication with patients and Banner Health staff and/or other routine responsibilities.

7. Shows initiative and problem solving skills when handling difficult or challenging situations. Maintains accurate documentation in electronic database and written records as set forth by each educator or department.

8. Works closely with all departments, staff and customers for several facilities to ensure efficient operations. Customers include patients, employees, volunteers, departments, physicians, organizational entities, external vendors and the community at large. Services inbound and outbound patient calls customer and staff communications for all facilities in the states in which they operate. Works with various departments and staff including but not limited to Urgent Care, ED, Scheduling etc. to provide detailed care information.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge and skills/abilities typically attained with minimum of two or more years of customer service or related experience in a healthcare setting, such as medical office/clinic, HUC or medical insurance environment. 

Other acceptable experience includes CNA, hospital scheduling, HIMS, medical assistant or receptionist in a medical setting or other equivalent experience. Demonstrated ability to provide essential customer service and knowledge in a high paced inbound contact center environment. Ability to use technology tools and systems to route callers based on acuity and refer to the appropriate level of care or resolution.

Must possess excellent oral and written communication, as well as listening skills to effectively interact pleasantly and calmly with incoming callers. Must possess basic computer skills, including familiarity with computer keyboards. Must be able to effectively prioritize and make sound decisions following established triage guidelines, department policies, procedures and standards. Ability to multi-task in a fast-paced environment with frequent interruptions. Must be able to learn and apply department procedures to react quickly to emergency situations, as well as process calls within defined standards. Must possess the ability to work cohesively in a team environment, as well as train and act as a mentor to peers. 

PREFERRED QUALIFICATIONS

Experience with an in-bound call center or clinic preferred. Knowledge of triage tools and processes preferred. Some level of familiarity with medical terminology strongly preferred.

Additional related education and/or experience preferred.    

EEO Statement:

EEO/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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