Customer Service Agent III

Sutter Health•San Francisco, CA

21h•Hybrid

About The Position

Receives intermediate-level inquiries and service requests from patients, employees, providers, vendors, and others through phone, email, web portal, and other channels. Provides accurate, timely information while meeting high customer service and quality standards. Works with a team supporting one or more service delivery teams, builds collaborative customer relationships, identifies additional ways to help, and supports customer satisfaction. Helps foster an environment that welcomes and recognizes continuous improvement in business processes and services. The role includes technology troubleshooting, remote patient monitoring, and program support. This is a hybrid position with some expectation to work in the office. The shift is 10 a.m. to 7 p.m.; the position is scheduled for 8-hour days, 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 the following functions: Human Resources, Payroll, Accounts Payable, Supply Chain, or Revenue Cycle Customer Billing; stated as required for the first round of hiring.
Written and verbal communication skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people.
Time management and organizational skills, including prioritizing assignments and working within standardized operating 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, manage multiple tasks, and work in an environment with interruptions.
Ability to identify, evaluate, and resolve standard problems by selecting appropriate solutions from established options.
Ability to build collaborative relationships with peers and other healthcare providers to achieve departmental and corporate objectives.
Ability to operate office equipment such as multi-lined phones, printers, fax machines, copiers, and scanners.

Responsibilities

Receive and respond to intermediate-level inquiries and service requests by phone, email, web portal, and other channels.
Provide accurate and timely information while meeting customer service and quality standards.
Work as part of a team supporting 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.
Support technology troubleshooting, remote patient monitoring, and programs.
Operate office equipment, including multi-lined phones, printers, fax machines, copiers, and scanners.