Customer Service Agent II, Work from Home

Sutter Health is hiring a Customer Service Agent II to manage incoming inquiries and service requests from patients, employees, providers, vendors, and others across phone, email, and web channels. The role provides accurate, timely service, supports service delivery teams, builds customer relationships, and helps protect confidential information while fostering process improvement.

Responsibilities:

• 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

Requirements:

• HS Diploma or General Education Diploma (GED)
• 1 year recent relevant experience
• Knowledge of processes within one or more of the following functions: Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing
• Possess written and verbal communication skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical individuals
• Time management and organizational skills, including the 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, as well as collaboratively within a team, including accomplishing multiple tasks in an environment with interruptions
• Ability to identify, evaluate, and resolve standard problems by selecting appropriate solutions from established options
• Ability to build collaborative relationships with peers and other healthcare providers to achieve departmental and organizational objectives
• Ability to operate office equipment such as multi-line phones, printers, fax machines, copiers, and scanners