Customer Service Representative

Roseville, CA
Contract
Salary: $14.40 /hour


Sutter Health is OFFERING Customer Service Representatives positions!

Location: Roseville, CA

Pay: 14.40/HOURLY

9 MONTH JOB OPPORTUNITY!

Bilingual is a must!

Position Summary

Acts as first point of contact for incoming customer inquiries and service requests received in the Sutter Shared Services Contact Center through email, phone, and web portal channels. Works as part of a team of Customer Service Agents and Specialists to support Revenue Cycle.

As a team member in Sutter Shared Services, establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction. Maintains a positive and professional work relationship with all customers and members of teams across Sutter Shared Services.

Supports the success of a high-performing shared services organization by helping to champion and drive the long-term Sutter Shared Services vision. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Participates in programs and in using tools in support of building a high performance culture via the standard Sutter Shared Services responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).

Top principal accountabilities:

Assignment Specific Responsibilities

  • Primarily supports processes for one or more of the Sutter Shared Services service delivery teams and depending on area of focus, handles resolutions related, but not limited to basic answers regarding:

Revenue Cycle: billing and collections, including the updating and/or creation of new patient statements; explanation of statement contents/format, charge entries, billing and collection processes, 3rd party payer activities

  • Acts as first point of contact for incoming customer inquiries and requests by email, phone, and web portal channels
  • Records, edits, and tracks all customer interactions through customer relationship management tools
  • Performs initial research using shared services enabling technologies (e.g. Lawson, Hyland, Kronos)
  • Prioritizes service requests and re-assigns or escalates appropriately
  • Identifies, interprets, analyzes, and researches issues and seeks resolution to meet customer expectations and within defined service level agreements
  • Utilizes existing knowledge, internal training, and system resources to provide support for internal and external Sutter Health customers; suggests updates and additions based on incoming inquiries and requests
  • Participates in required training and daily ad-hoc training as recommended by Team Lead
  • Complies with Sutter Shared Services Contact Center policies, practices and procedures
  • In initial year, participates in cross-training and job enlargement opportunities for Major job responsibilities. Works with direct supervisor to identify minor set of responsibilities to develop and perform in support of peaks, valleys and cycles across the Shared Services Organization and individual career growth opportunities. Performs both Major and Minor responsibilities after initial year 80%

Continuous Improvement

  • Supports the implementation of programs, policies, initiatives, and tools specific to the Shared Services Organizational process owned by the Contact Center across the Shared Services Organization. Participates in all others as appropriate
  • Contributes ideas and actions towards the continuous improvement of Contact Center related processes within area of influence5%

Performance Management

  • 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 5%

People Development

  • Adaptable to learning new processes, concepts, and skills
  • Seeks and responds to regular performance feedback from team lead; provides upward feedback as needed
  • Assists in orientation and appropriate training of team members, helps cross-train peers in minor responsibilities; acts as a mentor to peers 5%

Relationship Management

  • Maintains positive work relationships with members of other teams in the Shared Services Organization to communicate effectively and to ensure compliance with cross-team responsibilities
  • Assists in ensuring efforts of his/her Contact Center team support building strong peer-to-peer relationships 5%

Experience

  • Experience in call center or equivalent customer service setting as typically acquired in 0-2 or more years, preferably in a service delivery environment strongly desired
  • Experience in Human Resources, Payroll, Accounts Payable, Supply Chain, and/or Revenue Cycle preferred
  • Experience in the healthcare industry preferred
  • Experience in shared services/internal service delivery role preferred
  • Experience with Microsoft Office – Word, Excel, PowerPoint desired

Knowledge

  • 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
  • Knowledge of customer relationship management (CRM) tools and related analytics desired
  • Knowledge of shared services enabling technologies (e.g. Lawson, Hyland OCR, Kronos) desired
  • Knowledge of Sutter Health policies, practices and procedures a plus
  • Familiarity with performance metrics and ability to meet identified targets a plus

Skills

  • Strong customer service skills and professional demeanor
  • Fluency in both English and a minimum of one other language is desired for this role to allow Sutter Health to better serve the community and patient population
  • Ability to learn new functional processes
  • Ability to process requests quickly, accurately, and consistently with general supervision
  • Ability to learn and use various Contact Center enabling technologies
  • Ability to asses problems and resolve or escalate to appropriate team to resolve
  • Ability to recognize the appropriate style, level of detail, and message for the audience
  • Strong verbal and written communication skills
  • Strong interpersonal skills with the ability to work with and collaborate across Sutter Shared Services as needed
  • Strong organization and multitasking skills
  • Strong time management skills and ability to manage individual assignments
  • Ability to work in a team environment
  • Strong attention to detail
  • Requires the ability to work with and maintain confidential information

NEED TO DISPLAY THE FOLLOWING CHARACTERISTICS:

Decisive

  • Goal-oriented
  • Achievement driven
  • Gets results
  • Independent
  • Risk-taker
  • Takes initiative
  • Self-starter
  • Persistent
  • Efficient
  • Competitive
  • Enjoys challenges, variety and change
  • Driven to complete projects quickly and effectively
  • Team player
  • Empathetic
  • Compassionate
  • Dependable
  • Reliable

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