Senior Service Center Representative

About the role

As a Senior Service Center Representative for Banner Plans & Networks you will take inbound calls answering member and provider questions regarding coverage, benefits, claims, and other plan inquiries. You will be working in a fast paced and multitasking environment. You will provide excellent customer service and satisfaction with a goal of first call resolution. As a Senior Service Center Representative, you will be working in a remote setting.

Responsibilities

• Provides customer service, researches and solves problems for escalated calls and member or provider issues requiring investigation and problem solving
• Provides training and informational/reference resources for the service center
• Maintains records, tracks cases, issues correspondence and log events for assigned area of benefits services
• Provides direction and leadership in daily work and workflow of a service center team
• Works on special projects as assigned
• Works under limited supervision to provide for diverse customer service needs for multiple benefit plans
• Interprets company and contracted managed care organization policy and procedure
• Makes decisions within structured definitions and defined policy
• Manages diverse customer needs while positioning services and programs as the preferred choice for meeting the stated needs
• Independently interprets benefits and managed care policies and procedures and communicates accordingly to customer base, following general guidelines and standards, this position will determine appropriate action to meet customer needs

Qualifications

• High school diploma/GED or equivalent working knowledge
• Must have substantial previous related work experience in managed care benefits member/provider services work are required, with three to fours years of experience in a high volume service center or managed care environment, preferably with self-insured plans
• Must possess excellent communication skills to handle moderately complex inquiries, while maintaining a positive and helpful attitude
• Requires the ability to handle a high volume of incoming calls, search the database or resources tools for correct and timely information, and maintain a professional demeanor all times
• Must have the ability to learn and effectively use the company's customer information systems, as well as developing and maintaining a fundamental knowledge of the organization's benefit plans

Preferred qualifications

• Experience working with self insured plans is highly preferred
• Bilingual Spanish/English skills are a plus
• Additional Related Education And/or Experience Preferred

Schedule

Your shifts will be Sunday-Saturday between, 6am-9pm, (No guaranteed hours but expectation is 40 hours each week) Arizona Time Zone. (Some after-hours or weekends may be required for certain types of training. Advanced notification will be provided when this is necessary.) MUST RESIDE IN THE STATE OF AZ.

Pay

Estimated Pay Range: $20.01 - $30.01 / hour. Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

Benefits

• Competitive wages
• Paid orientation
• Flexible Schedules (select positions)
• Fewer Shifts Cancelled
• Weekly pay
• 403(b) Pre-tax retirement
• Resources for living (Employee Assistance Program)
• MyWell-Being (Wellness program)
• Discount Entertainment tickets
• Restaurant/Shopping discounts

Please note Banner Staffing Services roles do not offer medical benefits or paid time off accrual. These roles are assignment based with no guarantee of hours and assignments can conclude at any time. Registry/Per Diem positions do not have guaranteed hours and no medical benefits package is offered.