Customer Service Representative, Sanford Health

Sanford Health•Marshfield, WI

6d•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 members 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 customer experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity. The Representative responds to customer questions via inbound and outbound telephone calls and written correspondence. They partner with other Sanford Health departments as needed to coordinate on inquiries requiring in-depth research to ensure customer satisfaction regarding member and provider questions. The Representative thoroughly documents interaction for accurate tracking and analysis and promotes the usage of self-service to callers as appropriate. They provide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. They identify opportunities to address common inquiries through existing or new self-service functionalities and improved knowledge management system content and improved methodologies. The Representative ensures compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures, and follows all Customer Service policies, processes and guidelines.

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 and proficient problem solving skills.
Ability to deliver high quality customer service consistently in a professional manner.
Ability to follow strict policy guidelines.
Ability to deal effectively with dissatisfied customers.
Strong communication skills.
Strong customer service focus.
Strong interpersonal and listening skills.
Ability to handle multiple customer requests in a timely manner.
Attention to detail (particularly with entering data).
Ability to follow standard operating procedures.
Must have a positive attitude, the ability to learn quickly, and adapt easily to change.

Nice To Haves

High school diploma or equivalent preferred; bachelor's degree is preferred.

Responsibilities

Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries.
Provides positive, consistent customer experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity.
Responds to customer questions via inbound and outbound telephone calls and written correspondence.
Partners with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research to ensure customer satisfaction regarding member and provider questions.
Thoroughly documents 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 (e.g., self-service), 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 Customer Service policies, processes and guidelines.