**Primary City/State:** Phoenix, Arizona **Department Name:** Billing Customer Service-PBI **Work Shift:** Day **Job Category:** Revenue Cycle **POSITION SUMMARY** Provides quality customer service and effective communications between immediate staff, customers/clients and other departments in the billing area. Assists, resolves and reports any problems to supervisor regarding the day to day operations in the department. Provides coaching to staff as needed, under the guidance of supervisor. Provides ongoing education and constructive feedback to the customer service team. _Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards._ **CORE FUNCTIONS** 1. Directs, manages and leads any special projects as required. Documents complaints and errors to identify where departmental process improvements can be made. Assists department in selection, support and training of all Customer Service Representatives. Assists with the annual review of department standard operating procedures and updates them when needed. 2. Directs daily work activities and processes to ensure all staff is performing at an optimum level within compliance guidelines. Reviews and analyzes individual employee metrics as they relate to department standards. Provides ongoing feedback and coaching to customer service staff and provides production standards to be used during performance reviews. 3. Assists department supervisor with escalated calls. Researches and responds to complex patient billing complaints. Ensures that internal audits and quality controls are in place and monitored for compliance and in accordance with departmental policies, procedures and generally accepted accounting principles and all applicable laws and regulations. Participates and assists in providing requested data for all audits in Billing. 4. Prepares department tracking reports, reviews, analyzes and reports on trends and keeps supervisor informed of escalated issues. Utilizes Six Sigma concepts and drives tools and methodology usage in the department. 5. Completes payroll administrative duties, authorizes and tracks PTO requests, and maintains department attendance records. Assists with preparation of annual performance assessments for Customer Service staff. 6. Assumes responsibility for supervisory activities in the absence of the department supervisor. **KNOWLEDGE, SKILLS AND ABILITIES** + Microsoft Office- Word, Excel, Outlook **MINIMUM QUALIFICATIONS** + Must possess a strong knowledge of business or healthcare administration as normally obtained through the completion of an associate degree. + Must have previous experience in customer service in a Call Center environment. **PREFERRED QUALIFICATIONS** + Additional Related education and/or experience preferred + Healthcare administration experience and knowledge of Avaya phone systems, CMS, and Avaya Contact Recorder 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) Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. EOE/Female/Minority/Disability/Veterans Banner Health supports a drug-free work environment. https://www.bannerhealth.com/careers/eeo