Customer Service Agent Lead, Patient Care Services
About The Position
Receives intermediate to complicated level customer inquiries and escalations regarding one or more service delivery team areas, and responds by providing in-depth research in order to resolve, escalate higher, and/or close issues. Provides overflow support for incoming customer inquiries and service requests by email and web portal. Establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Adheres to all local/state/federal regulations, codes, policies and procedures to ensure privacy and safety to help deliver optimal patient care.
Requirements
- HS Diploma or General Education Diploma (GED)
- 4 years recent relevant experience
- Knowledge of processes within one or more of the following functions desired: Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle, Customer Billing.
- Knowledge of customer relationship management (CRM) tools and related analytics.
- Possess written and verbal communications skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people.
- Well-developed time management and organizational skills, including the ability to prioritize assignments and work within standardized operating procedures and scientific methods to achieve objectives and meet deadline.
- Work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.
Nice To Haves
- Knowledge of Sutter Health Finance policies, practices and procedures a plus.
Responsibilities
- Receives intermediate to complicated level customer inquiries and escalations regarding one or more service delivery team areas, and responds by providing in-depth research in order to resolve, escalate higher, and/or close issues.
- Provides overflow support for incoming customer inquiries and service requests by email and web portal.
- Establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction.
- Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized.
- Adheres to all local/state/federal regulations, codes, policies and procedures to ensure privacy and safety to help deliver optimal patient care.
- Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.
- Build collaborate relationships with peers and other healthcare providers to achieve departmental and corporate objectives.
Benefits
- Eligible positions also include a comprehensive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
