Customer Service Representative, Sanford Health

Sanford Health•Marshfield, WI

4d•$16 - $26•Onsite

About The Position

The Representative of the Sanford Health will provide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues ensuring a positive experience for all providers in a fun and fast-paced atmosphere. The Representative will quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries. They will provide positive, consistent provider experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity. The Representative will respond to provider questions via inbound and outbound telephone calls and written correspondence. They will partner with other Sanford Health departments as needed to coordinate on inquiries requiring in-depth research to ensure satisfaction regarding member and provider questions. The Representative will thoroughly document interactions for accurate tracking and analysis. They will promote the usage of self-service to callers as appropriate and provide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. The Representative will highlight opportunities to address common inquiries through existing or new self-service functionalities and identify opportunities to address common inquiries through improved knowledge management system content and improved methodologies. They will ensure compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures, and follow all organizational policies, processes and guidelines. The role requires the ability to deliver high-quality customer service consistently in a professional manner, follow strict policy guidelines, and deal effectively with dissatisfied providers. Strong communication skills, flexibility to accommodate staff scheduling changes, a strong customer service focus, strong interpersonal and listening skills, the ability to handle multiple requests in a timely manner, and attention to detail (particularly with entering data) are essential. The ability to follow standard operating procedures, possess a positive attitude, learn quickly, and adapt easily to change are also required.

Requirements

Minimum of one year experience in providing customer service.
General computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange).
General organizational skills.
Proficient problem-solving skills.
Strong communication skills.
Flexibility to accommodate staff scheduling changes.
Strong customer service focus.
Strong interpersonal and listening skills.
Attention to detail (particularly with entering data).
Ability to follow standard operating procedures.
Positive attitude.
Ability to learn quickly.
Ability to adapt easily to change.

Nice To Haves

High school diploma or equivalent preferred.
Bachelor's degree is preferred.

Responsibilities

Provide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues.
Assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries.
Respond to provider questions via inbound and outbound telephone calls and written correspondence.
Partner with other Sanford Health departments as needed to coordinate on inquiries requiring in-depth research.
Thoroughly document interaction for accurate tracking and analysis.
Promote the usage of self-service to callers as appropriate.
Provide end-user support including navigational questions, basic system issue resolution, and escalation as applicable.
Highlight opportunities to address common inquiries through existing or new self-service functionalities.
Identify opportunities to address common inquiries through improved knowledge management system content and improved methodologies.
Ensure compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures.
Follow all organizational policies, processes and guidelines.
Deliver high quality customer service consistently in a professional manner.
Follow strict policy guidelines.
Deal effectively with dissatisfied providers.
Handle multiple requests in a timely manner.
Enter data with attention to detail.
Follow standard operating procedures.
Maintain a positive attitude, learn quickly, and adapt easily to change.