Customer Service Agent

Sutter Health•San Francisco, CA

3d•$29 - $39

About The Position

We are so glad you are interested in joining Sutter Health! Organization: CPMC-California Pacific Med Center Van Ness Position Overview: Receives incoming inquiries and service requests from patients, employees, providers, vendors and others, via phone, email, web portal, etc. and responds to each with accurate and timely information utilizing the highest customer service and quality standards. Works as part of a team and others to support one or more of the service delivery teams. 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 of our employee and patient information. Job Description: These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development). JOB ACCOUNTABILITIES: SERVICES/OPERATIONS. • Receives incoming customer inquiries and service requests from patients, employees, providers, vendors and others, via phone, email, web portal, etc. and responds to each with accurate and timely information utilizing the highest customer service and quality standards. Participates in training in order to support additional process areas in responding to customer inquiries and service requests. • Establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction. • Ensures that routine and priority tasks are completed within established departmental time frames. • Supports the implementation of programs, policies, initiatives, and tools specific to the shared services organizational process. • Maintains a positive and professional work relationship with all customers and members of teams across the organization. PERFORMANCE STANDARDS. • Ensures delivery of business results by meeting or exceeding all individual operating metrics. • Plans and organizes work so Individual Operating Metrics and Service Level Agreement objectives are realized. • Recognizes and communicates potential issues to his/her team leader as appropriate. • Manages complaints and occurrences, providing short-term resolution and/or escalating as appropriate. Initiates documentation of complaints and occurrences. • Maintains focus on the customer by initiating service recovery for significant complaints or occurrences. • Identifies, interprets, analyzes, and research issues and seeks resolution to meet customer expectations within defined service level agreements. • Prioritizes service requests and re-assigns or escalates appropriately. COMPLIANCE/SAFETY. • Maintains strictest confidence of all patients protected health information (PHI) and protects all PHI from accidental, intentional, or inappropriate disclosure. • Performs quality care in compliance with department standards, policies, and procedures, as well as local, state and federal regulatory agencies to deliver the highest level of patient privacy and care. • Maintains positive work relationships with members of other teams in the Shared Services Organization in order to communicate effectively and to ensure compliance with cross-team responsibilities. • Complies with Sutter Health policies, practices and procedures

Requirements

HS Diploma or General Education Diploma (GED)
1 year recent relevant experience.
Knowledge of processes within one or more of the following functions desired (required for first round of hiring): Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing.
Possess written and verbal communications skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people.
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.
Requires the ability to work with and maintain confidential information.
Work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.
Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.
Build collaborates relationships with peers and other healthcare providers to achieve departmental and corporate objectives.
Operate office equipment such as multi-lined phones, printers, faxes, copiers, and scanners.

Responsibilities

Receives incoming customer inquiries and service requests from patients, employees, providers, vendors and others, via phone, email, web portal, etc. and responds to each with accurate and timely information utilizing the highest customer service and quality standards.
Participates in training in order to support additional process areas in responding to customer inquiries and service requests.
Establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction.
Ensures that routine and priority tasks are completed within established departmental time frames.
Supports the implementation of programs, policies, initiatives, and tools specific to the shared services organizational process.
Maintains a positive and professional work relationship with all customers and members of teams across the organization.
Ensures delivery of business results by meeting or exceeding all individual operating metrics.
Plans and organizes work so Individual Operating Metrics and Service Level Agreement objectives are realized.
Recognizes and communicates potential issues to his/her team leader as appropriate.
Manages complaints and occurrences, providing short-term resolution and/or escalating as appropriate. Initiates documentation of complaints and occurrences.
Maintains focus on the customer by initiating service recovery for significant complaints or occurrences.
Identifies, interprets, analyzes, and research issues and seeks resolution to meet customer expectations within defined service level agreements.
Prioritizes service requests and re-assigns or escalates appropriately.
Maintains strictest confidence of all patients protected health information (PHI) and protects all PHI from accidental, intentional, or inappropriate disclosure.
Performs quality care in compliance with department standards, policies, and procedures, as well as local, state and federal regulatory agencies to deliver the highest level of patient privacy and care.
Maintains positive work relationships with members of other teams in the Shared Services Organization in order to communicate effectively and to ensure compliance with cross-team responsibilities.
Complies with Sutter Health policies, practices and procedures