Customer Service Agent III

Sutter Health•San Francisco, CA

2d•$32 - $45•Hybrid

About The Position

The Customer Service Agent III receives intermediate-level inquiries and service requests from patients, employees, providers, vendors, and others through phone, email, web portal, and other channels. The agent provides accurate and timely information while meeting high customer service and quality standards, and works with service delivery teams to support their operations. The role builds and maintains collaborative customer relationships, identifies additional ways to provide service, and promotes continuous improvement in business processes and services. Experience working with technology troubleshooting, remote patient monitoring, and program support is noted. This is a hybrid position with an expectation to work in the office some of the time. The work shift is 10 a.m.–7 p.m.; the schedule is full-time, Monday through Friday, with weekends as needed.

Requirements

High school diploma or GED.
Two years of recent relevant experience.
Knowledge of processes in at least one of these functions is desired and required for the first round of hiring: Human Resources, Payroll, Accounts Payable, Supply Chain, or Revenue Cycle Customer Billing.
Written and verbal communication skills to explain sensitive information clearly and professionally to diverse audiences, including people who are not medical professionals.
Time-management and organizational skills, including prioritizing assignments and working within standardized procedures and scientific methods to meet objectives and deadlines.
Ability to work with and maintain confidential information.
Ability to work independently and as part of a team, including handling multiple tasks in an environment with interruptions.
Ability to identify, evaluate, and resolve standard problems using established options.
Ability to build collaborative relationships with peers and other healthcare providers.
Ability to operate multi-lined phones, printers, fax machines, copiers, and scanners.

Responsibilities

Receive intermediate-level inquiries and service requests from patients, employees, providers, vendors, and others through phone, email, web portal, and other channels.
Respond to inquiries with accurate and timely information while meeting customer service and quality standards.
Work as part of a team to support one or more service delivery teams.
Establish and maintain collaborative relationships with customers, identify additional ways to be of service, and support customer satisfaction.
Help foster continuous improvement in business processes and services.
Identify, evaluate, and resolve standard problems by choosing appropriate solutions from established options.
Maintain confidential information and work independently and collaboratively while managing multiple tasks and interruptions.
Operate office equipment such as multi-lined phones, printers, fax machines, copiers, and scanners.