Customer Experience Rep Physician Practice

Job Number
Banner Health Clinic - Arizona East
Banner Health Clinic - Arizona East - Country Club Family Practice Clinic
Position Type
FT: Full-Time
Street Address
1950 S. Country Club Dr.
City & State
Posting Category
Administrative / Clerical


The future is full of possibilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. Our team has come together with the common goal: Make health care easier, so life can be better. The future of health care starts here. If you’re ready to change lives, we want to hear from you. Apply today.


Come join our team at Banner Health Clinic – Country Club. We are looking for a compassionate caring Customer Experience Representative to join our great team of health care professionals. Our team is family-centered primary care from infancy to senior years. We are dedicated to providing high quality medical care to all our patients. As a Customer Experience Representative in our practice you will have the opportunity to be the first point of contact with our patients. Being a Customer Experience Representative is one of the most versatile and rewarding careers you can have and we hope you choose us as your new family.


Here at Banner Health Clinic Country Club we embrace a positive, fun family atmosphere where we encourage our team members to learn and grow. We are open M-F with no evenings or weekend hours. Our family practice has been serving the East Valley for over 30 years. Our office is able to provide exceptional, consistent medical care with our dedicated staff who work together as a team to provide high-quality, comprehensive care while paying close attention to each patient’s needs. We feel we have something special here at BHCCC and are looking forward to you joining our team.


Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life.



About Banner Medical Group
At Banner Medical Group, you'll have the opportunity to perform a critical role in the community where you practice. Banner Medical Group provides both primary and specialty care throughout the communities in which Banner Health operates. We do this in a variety of settings - from smaller group practices like our Banner Health Clinics in Loveland, Colo. and Torrington, Wyo., to large multi-specialty Banner Health Centers in the metropolitan Phoenix area. We currently have more than 1,000 physicians and more than 3,500 total employees in our group and are seeking others to enhance our ability to deliver our nonprofit mission of providing excellent 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 is located in a medical clinic or physicians practice and coordinates a smooth patient flow process by answering phones, providing registration of patient and insurance information, obtaining required signatures following established processes, procedures and standards. This position conducts registration and obtains financial reimbursement for all patients accessing service at clinics and physician practices. Reviews all account information to optimize collection efforts and system recording events to expedite reimbursement and compliance. This also includes accurately posting patients at the point of service and releasing information in accordance with organizational and compliance policies and guidelines. And resolving issues as they arise to promote point of service decisions.


Essential Functions

  • Performs registration/check-in processes, including but not limited to performing data entry activities, providing patients with appropriate information and intake forms, obtaining necessary signatures and generating population health summary. Assists front office in answering phones, taking messages, prescription refills, locating information and other related duties when necessary. Documents correspondence in the patients medical record. Updates demographic and insurance information in the practice management system.


  • Receives physicians orders and completes patient registration. Obtains necessary authorizations, pre-certifications and/or referrals. Works closely with the billing department to ensure accurate coding for all charges. Verifies insurance eligibility benefits for services rendered with the payors and documents appropriately. Assists in obtaining or validating pre-certification, referrals, and authorizations.


  • Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement. Explains and provides financial policies and available resources for alternative payment arrangements to patients and their families.


  • Enters payments/charges for services rendered and performs daily payment/charge reconciliation in a timely and accurate manner. Balances cash drawer at the beginning and end of the day and prepares daily bank deposit with necessary paperwork sent to centralized billing for record purposes.


  • Confirms patient appointments for the following day as necessary and ensures patients are properly prepared for visits. Assists in responding to requests for patient medical records according to company policies and procedures, and state and federal laws.


  • Provides information and customer service to patients and patient families. Provides information and instructions to patients regarding clinic procedures and services.


  • Performs general office duties such as distributing mail and fax information, ordering supplies, etc.



Minimum Qualifications

High school diploma/GED or equivalent working knowledge.

Requires knowledge of patient financial services, financial, collecting services or insurance industry experience and customer service skills as normally acquired over one or more years of related work experience. Requires the ability to build familiarity with medical terminology and an understanding of all common insurance and payor types. Accurate and efficient keyboarding skills, and the ability to work effectively with common office software are required. Must have highly developed interpersonal skills and communications skills, with a strong customer service orientation to effectively interact with a wide range of audiences. Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently. Requires strong interpersonal, oral, and written communication skills.

Preferred Qualifications

Previous medical, financial services and/or customer service work experience preferred.

Additional related education and/or experience preferred.

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