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Overview Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. Responsibilities Job Summary Function in the lead capacity and has functional knowledge of C1, C2 roles. Able to cover essential functions on any sub team (specialty, primary care scheduling, referral processing and virtual clinical resource) and help new hires and/ or customer service escalations. Assists with peer-to-peer training as requested by management. Support leadership team with roll out of new processes, new technologies and department initiatives from the viewpoint of front-line staff. Essential Functions Provide customer and internal team member support in TEAM channel using knowledgebase articles, critical thinking to analyze problems, identify root cause, and troubleshoot issues to achieve resolution. Function as a subject matter expert for all assigned team(s) scope and responsibilities. Teams channel support by answering questions, escalate to Supervisor or nurse triage if needed. Contribute to knowledge base article development and refresher training ideas based upon trends observed. Maintain SME knowledge with assigned team(s) scope. Ensure team members are educated and up-to-date and utilize all resources. Orient new employees to department through peer to peer training and shadowing opportunities. Available for at the elbow support for any team member who is identified by trainers or supervisors. Participate in review of knowledge base tools/SharePoint resources, intraday workflow improvements, department improvement submissions, and peer review committee. Participate in pilot projects for new technology or department procedures. Contributor in special projects and process improvement from the viewpoint of staff. Maintain all dept metrics at SME levels (including but not limited to QA scores, adherence, attendance, etc.) As needed, will perform duties and responsibilities as the level 1 or 2. Take calls when wait time is greater than SLA or as directed by management. Take calls and/or process referrals as scheduled in work force management tool Demonstrate HonorHealth ICARE values in all interactions.Education Associate's Degree or medical assistant certification - Preferred High School Diploma or GED - RequiredExperience 3 years of call center experience Experience: 1-2 years HH and/or CNC experience preferred - Required Other Typing a minimum of 45 words per minute (WPM) - Required Other Basic knowledge of insurance plans and requirements Knowledge of physician specialties and hospital services offered Knowledge of medical terminology - Required Other Bilingual in Spanish (conversation) - PreferredLicenses and Certifications Successful completion of competency module (Level 3) - Required