Customer Experience Technical Support Coordinator

Primary City/State:Mesa, ArizonaDepartment Name:Consumer Care-CorpWork Shift:DayJob Category:General OperationsHealth 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 . In this role, phone agents serve as a vital point of contact for patients, family members, and caretakers, assisting them with access to the Banner Health Patient Account portal and Banner Imaging portal. Responsibilities will include providing technical support through basic troubleshooting, such as clearing cache and cookies, guiding users in downloading the Banner Health mobile app, and managing registration invitations and password resets. There is room for growth and this role offers great stability.Department: Consumer ExperienceLocation: Banner Health Corp Mesa (525 W Brown Rd)Duties: Strong customer service skills and patience are essential, agents will often walk callers from the start of the enrollment process all the way to helping them navigate the portals to find the records they need. Additionally, agents are required to respond to email inquiries and will need to be comfortable navigating the Electronic Health Record to confirm whether specific records should be viewable in the portal.Shift M-F 8 AM-4:30 PM no weekends or holidays.Training: 8 AM-4:30 PMThree years 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 SUMMARYThis position provides first level customer service focused technical support through omni-channel platforms to the various hospital communities in a contact center environment. The incumbent will assist work group in the role of answering, logging, resolving and escalation of customer issues.CORE FUNCTIONS

Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental interactions providing support to customers and responding to customer requests in a professional, confidential and courteous manner. Follows written and computer-based procedures to ensure that calls are processed according to departmental guidelines.

Interacts with the external customer, department and vendor support to facilitate first call problem resolution. Documents interactions with customers using problem tracking system. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary.

Utilizes on-line procedures, solutions, and knowledge databases. Ability to learn and maintain knowledge of multiple technology systems and platforms supported in order to provide high quality resolution and service to customers.

Contributes to team decisions, participates in team meetings and fosters team growth. Interacts with team members and other internal partners as needed.

This position has responsibility for selected information applications or systems. Work is performed in a fast paced, multi-tasked environment where there may be conflicting priorities as it relates to the urgency of the issue and or application. The incumbent has minor level decision-making authority for call escalation and issue resolution and works at peer level. The incumbent participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide.

MINIMUM QUALIFICATIONSMust possess level of knowledge typically obtained through the completion of an associate’s degree in related field or equivalentcombination of relevant education, technical, business and healthcare experience.Moderate experience, typically gained through one to two years relevant work experience.Requires communication and presentation skills to engage technical and non-technical audiences. Requires ability to communicate and interact across facilities and at various levels.PREFERRED QUALIFICATIONSGeneral knowledge of information technology and healthcare is desirable.Additional related education and/or experience preferred.EEO Statement:EEO/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)Our organization supports a drug-free work environment.Privacy Policy:Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)EOE/Female/Minority/Disability/VeteransBanner Health supports a drug-free work environment.Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability