We are so glad you are interested in joining Sutter Health!
Organization:
SHSO-Sutter Health System Office-Valley
Position Overview:
Handles inbound and outbound inquiries and requests via various channels from customers, such as, employees, providers, vendors and patients. Responds promptly and accurately, adhering to the highest standards of customer service and quality. Collaborates effectively as part of a team, supporting one or more service delivery teams. Triages and/or resolves customer issues to 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).
SERVICES/OPERATIONS.
- Receives incoming customer inquiries and service requests from employees, providers, patients, vendors and others, via phone, chat, email, web portal, etc. and responds to each with accurate and timely information utilizing the highest customer service and quality standards.
- Establishes and maintains strong, collaborative relationships. Works effectively as part of a team, supporting one or more service delivery teams, including but not limited to Digital, Human Resources, Payroll and Leave of Absence to ensure customer satisfaction by leveraging approved tools, resources, and peer support to document and/or resolve issues.
- 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 working relationship with all customers and members of teams across the organization.
- Engages in training to enhance skills to support various applications and process areas in addressing customer inquiries and service requests, prioritizing high-quality customer service.
- Ensures delivery of business results by meeting or exceeding all individual operating metrics. Plans and organizes work so individual operating 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 researches issues and seeks resolution to meet customer expectations within defined service level agreements.
- Prioritizes incidents and re-assigns or escalates appropriately.
- Maintains strictest confidence of protected health information (PHI) and personally identifiable information (PII). Protects all PHI and PII 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 working relationships with members of other teams within Sutter Health to communicate effectively and to ensure compliance with cross-team responsibilities.
- Complies with Sutter Health policies, practices and procedures.
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): Digital, Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing.
Possess strong written and verbal communications skills to gather and convey sensitive information clearly and professionally to a diverse audience, including individuals without a medical background.
Exhibit time management and organizational skills, with the ability to prioritize tasks and work within established operating procedures to achieve objectives and meet deadlines.
Requires the ability to work with and maintain confidential information.
Ability to work independently, as well as collaboratively within a team, effectively managing multiple tasks in an environment with interruptions. Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.
Ability to perform effectively in environments with frequent and fluctuating workloads, competing demands, and regular interruptions or distractions.
Familiarity with common computer applications. Ability to touch type 45+ words per minute (WPM) preferred.
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements
Job Shift:
Varied
Schedule:
Full Time
Shift Hours:
8
Days of the Week:
Variable
Weekend Requirements:
Saturday, Sunday
Benefits:
Yes
Unions:
No
Position Status:
Non-Exempt
Weekly Hours:
40
Employee Status:
Regular
Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
Pay Range is $24.58 to $33.19 / hour
The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package.