Business Relationship Rep - Customer Navigation Center

HonorHealth
United States, Arizona, Phoenix
2500 West Utopia Road (Show on map)
Mar 04, 2026
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 The Business Relationship Representative is responsible for developing and maintaining mutually beneficial relationships with customers, physicians, practices, insurance plans and key strategic partners in an effort to streamline care and business opportunities within the HonorHealth Network. Will lead efforts that impact customer service, trigger service recovery and resolution of customer complaints. Elevate and document issues identified and is a champion for the voice of the customer. Maintain the data integrity of provider information for department and notify other departments of needed updates. Support key business development program with insurance plans, data auditing, scheduling follow-ups and minimizing care gaps, generating new appointments through growth campaigns. Actively supports training scheduling needs for team members and accepts responsibility in maintaining relationships with internal and external customers. Essential Functions Engages with aligned providers and key strategic partners to ensure satisfaction with department services. Identify and initiate contacts and evaluates opportunities to enhance provider and key partner loyalty through non-physician contacts. Answers provider questions and concerns by supplying the requested information or an interim response. Updates our Customer Relations Management System with key learnings, communications, access to care barriers (when applicable) and resolution. Maintain thorough knowledge of physician's practice (referral patterns, office set up, office staff, areas of special interest/focus, etc.) Builds provider/patient feedback loops and resolve concerns. Builds relationships with providers, practices and key strategic partners in order to optimize care coordination, support in-network referrals and meet department growth goals. Through systematic communications (calls, surveys and website reviews) will maintain the integrity of data regarding insurance and other physician practice demographics for us used by the Customer Navigation Center team. Follow-up on any data discrepancies then request updates in Par80, Epic, Carelink or other appropriate system. Assure appropriate stakeholders are educated on significant changes in provider network if applicable. Facilitate patient/customer communication; collect survey comments and assist in soliciting details from patient feedback in survey comments, involving assigned leaders in inquiries, concerns, and feedback. Supports various health plan care gap closure assignments and assists in getting customers back into health system for follow up through systematic outbound calling, emailing and other outreach. Productivity targets will be expected to support business needs. Supports HonorHealth marketing campaign initiatives through customer outreach when applicable. Supports customer technology council initiatives as assigned. Responsible for receiving team resource updates; stay informed about changes or updated related to team resource materials. Verify the accuracy and relevance of the information received and ensure that the team has access to the most up-to-date information. Assist management with new hire onboarding communications, access requests, request classroom and other training space needs. Performs other duties as assigned. Education Bachelor's Degree in healthcare, business, marketing or related field - Preferred Associate's Degree or 2 years' work related experience in healthcare, business, marketing or related field - Required Experience 2 years customer service relations (OR) provider service relations (OR) a combination of job related skills in healthcare, business, and/or marketing - Required 2 years consultative experience in direct to medical staff and/or experience in healthcare - Preferred 5 years experience in managed healthcare administration and/or Provider Services - Preferred Licenses and Certifications