Customer Experience Technical Support Coordinator

Job Posting

This is a call center role that focuses on providing help desk support to patients for both the Banner Patient Account portal and the Banner Imaging portal. Portal agents help patients connect accounts to medical records, reset passwords, educate on navigating the portal, and provide troubleshooting of errors related to connecting accounts, logging in, and accessing records.

Location and Hours

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

Hours: Monday through Friday from 8:00am – 4:30pm, no weekends and no holidays.

Training will take 6-8 weeks and be done during the same hours of the normal shift: Monday through Friday from 8:00am – 4:30pm.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader.

This 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 include accurately and efficiently processing 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.

Minimum qualifications include the completion of an associate’s degree in a related field or equivalent combination of relevant education, technical, business, and healthcare experience. Moderate experience, typically one to two years relevant work experience, is required. Requires communication and presentation skills to engage technical and non-technical audiences.

Preferred qualifications include general knowledge of information technology and healthcare and additional related education and/or experience.