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Patient Service Representative - Call Center - Sunnyvale

Company: Sutter Health
Location: Sunnyvale
Posted on: January 13, 2019

Job Description:

Acts as first point of contact for incoming customer inquiries and service requests received in the PAMF Call Center through phone, email, web portal channels. Works as part of a team of Customer Service Agents to support one or more clinical departments within the organization. Provides front line inbound phone support and customer service satisfaction to patients in a courteous and professional manner in accordance with performance standards* Provides primary inbound phone and email support for one or more clinical departments* Acts as first point of contact for incoming customer inquiries and requests by phone, email, and web portal channels* Leverages customer relationship to perform front-line customer support and resolves the majority of issues without escalation* Records, edits, and tracks all customer interactions through customer relationship management tools* Performs initial research using shared services enabling internal resources and technologies* Prioritizes incoming requests and re-assigns or escalates appropriately* Identifies, interprets, analyzes, and researches issues and seeks resolution to meet customer expectations* Utilizes existing knowledge, internal training, and system resources to provide support for internal and external customers; suggests updates and additions based on incoming inquiries and requests* Participates in cross-training and works with direct supervisor to identify minor set of responsibilities to develop and perform in support of peaks, valleys and cycles across the organization and individual career growth opportunities. Education/Certification/Licensure/Experience: High school diploma or equivalent Experience in call center or equivalent customer service setting as typically acquired in 6months- 2 or more years, preferably in a service delivery environment strongly desired Experience in the healthcare industry preferred Experience in shared services/internal service delivery role preferred Experience with Microsoft Office - Word, Excel, PowerPoint desired have: High school diploma or equivalent

Keywords: Sutter Health, Sunnyvale , Patient Service Representative - Call Center - Sunnyvale, Sales , Sunnyvale, California

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