Customer Service Agent II, Work From Home

About the role

We are so glad you are interested in joining Sutter Health! 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.

Responsibilities

• Receives incoming inquiries and service requests from patients, employees, providers, vendors and others via phone, email, web portal, etc.
• Responds to each inquiry with accurate and timely information using the highest customer service and quality standards.
• Works as part of a team to support one or more 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 where 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 employee and patient information.

Requirements

• Work‑from‑home position; internet minimum speeds of 15 Mbps download and 5 Mbps upload required.
• Position status: Non‑Exempt.
• Employee status: Regular.
• Weekly hours: 40.

Qualifications

• Education: HS Diploma or General Education Diploma (GED).
• Preferred experience: 1 year in Human Resources, Payroll, Accounts Payable, Supply Chain, call center or related customer service (e.g., healthcare, clinical, administrative, hospitality, retail, concierge).
• Preferred experience: 1 year with computer programs such as Microsoft Office, electronic mail, and information systems or database programs.
• Medical and healthcare experience is preferred.

Skills and Knowledge

• Knowledge of processes within one or more of the following functions: Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing.
• Written and verbal communication skills to explain sensitive information clearly and professionally to diverse audiences, including non‑medical people.
• Time management and organizational skills, including ability to prioritize assignments and work within standardized operating procedures and scientific methods to achieve objectives and meet deadlines.
• Ability to work with and maintain confidential information.
• Ability to work independently and as part of a team, accomplishing multiple tasks in an environment with interruptions.
• Ability to identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.