Customer Service Agent (Technical Support)

We are so glad you are interested in joining Sutter Health!Organization:SHSO-Sutter Health System Office-BayPosition Overview:Receives intermediate level 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.The role will be responsible for handling inbound patient inquiries specific to the program, our devices, etc.Ideal candidates will have experience interacting with individuals with varying degrees of familiarity with novel technology, including but not limited to mobile apps and smart health monitoring devices.Candidates will also ideally have demonstrated experience with providing customer service within a healthcare environment.A heavy initial onsite presence at our Innovation Center in San Francisco will be required for this role. After initial onboarding, some remote time may be possible.Job Description :EDUCATION:Equivalent experience will be accepted in lieu of the required degree or diploma.

HS Diploma or General Education Diploma (GED)

TYPICAL EXPERIENCE:

2 years recent relevant experience.

HIPAA experience preferred.

Mobile apps and/or smart health monitoring devices, and how to seek technical support for issue resolution.

SKILLS AND KNOWLEDGE:

Follow troubleshooting steps to identify the root cause of a technical issue in a customer service environment.

Possess written and verbal communications skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people.

Well-developed 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 deadline.

Requires the ability to work with and maintain confidential information.

Work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.

Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.

Build collaborate relationships with peers and other healthcare providers to achieve departmental and corporate objectives.

Operate office equipment such as multi-lined phones, printers, faxes, copiers, and scanners.

Job Shift:DaysSchedule:Full TimeShift Hours:8Days of the Week:Monday - FridayWeekend Requirements:NoneBenefits:YesUnions:NoPosition Status:Non-ExemptWeekly Hours:40Employee Status:RegularSutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.Pay Range is $30.39 to $42.54 / hourThe 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. ​