Service Center Representative-Health Plan

Job Number
University Physicians Health Plans
University Physicians Health Plans - HP Statewide Customer Care
Position Type
FT: Full-Time
Street Address
2701 E. Elvira Rd.
City & State
Posting Category
Administrative / Clerical


Banner University of Arizona Health Plans is currently seeking Service Center Representatives to join the Customer Care Department!


The Customer Care Department (Service Center) is responsible for all inbound call volume per the requirements of the Arizona Health Care Cost Containment System (AHCCCS) and the Centers for Medicare and Medicaid Services (CMS). Representatives and support staff for this department are expected to handle all inbound and most outbound call tasks and other duties related to Telephone Standards compliance and excellent customer service for members and providers.



  • Excellent communication skills to maintain a positive and helpful attitude with customers
  • Must have the ability to follow directions
  • Knowledge of the organization’s benefit programs
  • Organizational and time management skills
  • Experience working in a high call volume service center
  • Bilingual preferred


Full time; day shift


Office Hours:

Monday-Friday; 8:30AM-5:00PM



2701 E Elvira

Tucson, AZ 85756


About University Physicians Health Plans
The University of Arizona Health Plans (UAHP) manage a variety of health plans. Our mission is to advance health and wellness through education, research and patient care.



About Banner Health
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.


Job Summary

This position supports the organizations service center by providing daily customer service to physicians and/or staff, employees, health and dental plan members and dependents, payors, hospital staff, and the community at large. Herein referred to as customer.


Essential Functions

  • Receives, documents, researches and responds to customer inquiries following established policies, procedures and standards. (Answer, identify, research, document, and respond to a diverse and high volume of inbound and outbound health insurance related customer calls on a daily basis.)


  • Prepares and/or initiates a variety of correspondence/documents in response to customer inquiries, following departmental procedures and compliance guidelines.(Meet quality, quantity, and timeliness standards to achieve individual department performance goals as defined within the department guidelines and compliance standards.)


  • Facilitates timely research and issue resolution through interaction and communication with the appropriate parties, which includes but is not limited to, department team members, employees within the organization, physician offices, and/or contracted plan representatives.


  • Works cohesively with team members to ensure delivery of outstanding customer service, in a positive work environment, that supports the departments ongoing goals and objectives.


  • Fulfills informational needs of clients for care coordination of members, appropriate access to contracted providers, services of contracted managed care organizations, employee benefits, health and dental plan inquiries, and services of staff such as utilization review, prior authorization, billing and contract management.



Minimum Qualifications

High school diploma/GED or equivalent working knowledge.

Demonstrated ability to provide essential customer service and knowledge in a high paced contact center environment as typically demonstrated with up to one year of experience, preferably in a healthcare or managed care. Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional and service oriented demeanor at all times. Demonstrated ability to utilize computer and typing skills.

The candidate must possess excellent communication skills to maintain a positive and helpful attitude with customers. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the companys customer information systems, as well as, fundamental knowledge of the organizations benefit programs, as described above. Must possess excellent organizational and time management skills to display the ability to provide timely, accurate information on a variety of benefit-oriented subjects.

Preferred Qualifications

Bilingual preferred. Associate's degree with at least one to two years experience in a high call volume service center strongly preferred.

Additional related education and/or experience preferred.