Customer Care Analyst, Full Time, Client Services - Napa

Adventist Health • Saint Helena, CA

19d

About The Position

The Customer Care Analyst responds to, addresses, investigates, and resolves a variety of patient inquiries and requests. The role gathers information, sets expectations, and works with internal departments to resolve each issue. It researches outpatient and inpatient inquiries received by telephone, in person, or in writing, and coordinates communication across departments on complex questions to confirm resolution. The position provides high-level customer service, documents patient interactions, and directs inquiries for timely follow-up when appropriate.

The role is based at St. Helena Hospital in Napa, California. Adventist Health requires associates to receive required vaccinations as a condition of employment and annually thereafter where applicable; medical and religious exemptions may apply. Adventist Health participates in E-Verify.

Requirements

• Associate’s or technical degree, or an equivalent combination of education and related experience.
• Three years of technical experience is preferred.
• Receive required vaccinations as a condition of employment and annually thereafter where applicable; medical and religious exemptions may apply.

Nice To Haves

• Bachelor’s degree.
• Three years of technical experience.

Responsibilities

• Research and respond to outpatient and inpatient inquiries received by telephone, in person, or in writing, gathering information needed to investigate and assist.
• Research complex questions involving multiple departments and facilitate communication with the appropriate departments to confirm resolution.
• Provide high-level customer service in accordance with the center’s values and expectations.
• Document and report patient inquiries and interactions according to department policies and system requirements.
• Direct patient inquiries to the appropriate department for timely follow-up and resolution, when applicable.
• Communicate professionally, courteously, and respectfully with patients, physicians, internal departments, and other internal and external customers.
• Adhere to company policies and procedures, industry standards, and agency regulations and rules.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree