Senior Customer Care Representative

Primary City/State: Mesa, Arizona Department Name: Admin-HME Work Shift: Day Job Category: Administrative Services Step up to a leadership role as a Customer Care Specialist Lead at Banner Health, where your expertise in home medical equipment coordination, mentorship abilities, and passion for exceptional customer service converge to create seamless healthcare experiences that truly transform patients' lives! In this pivotal position, you'll serve as the vital bridge connecting patients, families, healthcare providers, insurance companies, and internal teams—expertly managing the entire lifecycle of equipment orders and referrals from initial request through delivery and beyond, while navigating complex insurance verifications, pre-certifications, and authorizations with precision and efficiency. Banner Health invites you to join our team and advance your career while making a meaningful impact on patient care coordination every single day! Position Summary This lead level position is responsible for providing customers and referrals support and information to support orders and request. This position is responsible for accurate and thorough processing of order request through verification while meeting time sensitive expectations. Core Functions Handles incoming requests for referrals for new orders and refills. Receives and verifies requests and referrals, initiates insurance verification and gathers all information necessary for pre-certifications, authorizations, and certificates of medical necessity. Provides on-going follow-up of requests up to, and following, patient discharge. Builds equipment order using information in patient medical record to coordinate patient services. Ability to review and offer alternate product support and suggestions to improve patient care and quality outcomes. Provides verbal and written instructions to patients, families, and coordinating resources regarding provision of products and services, reimbursement and patient financial responsibility. Performs data entry of patient intake information into computer system and records insurance information and authorization requirements and notes in the computer system. Coordinates delivery of requested services and referrals as appropriate. Coordinates with dispatch, warehouse and clinical staff to ensure product availability and sets delivery expectations with patients and providers. Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff. Assists in the maintenance and communication of changing payer and referral source information specific to coordination of patient needs. Trains and provides mentor support for new staff members. Assists with leadership planning and training support development. Serves as a role model within the Customer Care Specialist team and supports the organization through assisting with planning and training development. Provides role and responsibility support to the supervisor including scheduling, interviewing candidates and monitoring specialist level work. Provides role and responsibility support during supervisor absence. Incumbents in this position have extensive interaction with internal departments and external sources to coordinate patient services. Must be familiar with products and services offered in the surrounding community as well as within the company. The position does not develop or manage a budget. Minimum Qualifications High school diploma/GED or equivalent working knowledge. Requires literacy and basic math skills. Requires a proficiency level typically obtained with 3 years of experience in Home Medical Equipment and/or Call Centers. Must have a working knowledge of medical terminology and have familiarity with hospital operations. Must possess excellent organizational and interpersonal skills. Must be proficient with commonly use office software products and possess the ability to learn new software applications. Preferred Qualifications Previous experience in a healthcare setting preferred. Additional related education and/or experience preferred. EEO Statement: Banner Health is an equal opportunity employer and 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. Other resources: EEO/Disabled/Veterans ( Privacy policy available at #J-18808-Ljbffr Jobtailor