Customer Experience Technical Support Coordinator

:

Primary City/State:

Mesa, Arizona

Department Name:

Work Shift:

Day

Job Category:

General Operations

Good health care is key to a good life. At Banner Health, we understand that, and that's why we work hard every day to make a difference in people's lives. Do you like the idea of making a positive change in people's lives - and your own? If so, this could be the perfect opportunity for you.

This position will provide support to our patients inquiries for basic resolution. This role is a tier 1 help desk support supposition and will assist with password resets, activating accounts and perform basic trouble shooting, as well as escalate any issues that need further assistance.

Hours are Mon-Fri 8a-4:30pm, no weekends or holidays

Training will be completed at Banner Mesa Corporate Center - 525 W Brown Rd. An option for a remote or hybrid schedule following training is available.

POSITION SUMMARY

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 1. 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.

2. 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.

3. 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.

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

5. 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 QUALIFICATIONS

Must possess level of knowledge typically obtained through the completion of an associate's degree in related field or equivalent combination 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 QUALIFICATIONS

General knowledge of information technology and healthcare is desirable.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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