Customer Service Analyst I

Overlake Medical Center & Clinics; Bellevue (WA); On-site; USD 70,174,000 - 105,275,000; Full time

Job summary

Overlake Medical Center & Clinics is seeking a Customer Service Analyst-Level 1 for the Evening shift in Bellevue. The role handles inbound and outbound calls, triages issues, and connects customers to the appropriate location while supporting IT-related inquiries.

Requires a high school diploma and two years of customer service experience; healthcare familiarity is preferred. Microsoft Office and IT basics training are desirable to excel in this position.

Qualifications

• High school diploma is required.
• Microsoft A+ certification is a plus.
• Two years prior customer service experience is required.
• Healthcare experience preferred.
• Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired.

Responsibilities

• Handle inbound and outbound calls and connect callers to the correct location.
• Dispatch critical Medical and Facility Codes as needed.
• Provide solutions and triage customer issues with strong communication.
• Answer first contact queries via calls, emails, or chat bots and complete tickets.
• Maintain good organizational standards to support the IS department and customers.

Skills

Customer service

Phone support

IT basics

Oral and written comms

Education

High school diploma

Tools

Microsoft Office

Multi-line phone systems

Job description

Welcome to a medical center where you're the center of attention.

Pay Range

Hourly

$24.49 - $36.74

The responsibilities of the Customer Service Analyst-Level 1 include handling inbound and outbound calls, dispatching critical Medical and Facility Codes, listening to customers’ needs or issues, connecting the caller to the correct location and providing helpful solutions to their problems. This role is also the main point of contact between a customer and the IS department. Additional duties will include answering first contact calls, emails or chat bots for customers’ computer questions, and completing tickets to escape any issues not able to be resolved. Customer Service Analysts use good organizational and communication skills to assist customers while maintaining the company’s positive reputation.

The definition of Customers includes physicians, staff, patients, visitors and partners throughout this job description.

Full Time (1.0 FTE)

EVENING Shift /10-hour shifts

Schedule: Monday - Thursday

Qualifications

• EDUCATION: High school diploma is required.
• CERTIFICATIONS: None required. Microsoft A+ certification is a plus.
• EXPERIENCE: Two years prior customer service experience is required. Healthcare experience preferred.
• Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired. Demonstrated ability to quickly triage systems and user problems and process correctly. Exceptional interpersonal skills with a strong emphasis on customer service. Excellent oral and written skills desired. Able to effectively deal with diverse personalities across all levels of the organization. Familiarity with complex or multi-line phone systems also desired.

Why join Overlake?

We're proud to offer benefits that support you in every stage of your career and life. But it's our inspirational culture that has made us one of America's Top 150 places to work in healthcare for several years in a row.

• Local, visible leaders who care about you.
• A values-based work environment.
• Medical insurance premiums as low as $0 per month.
• Many Overlake services covered at 100%.
• Tuition reimbursement up to Ten thousand dollars per year.
• Generous retirement plan matching starting at 5% and increasing to 7% after five years with immediate vesting.
• Pre-tax and Roth after tax retirement savings plans.
• An expanded Employee Assistance Program.
• A caregiver support program to help with everything from childcare to eldercare.
• Free parking and Orca transit passes.

How much will this job pay?

Posted pay ranges represent the entire pay scale, from minimum to maximum. For jobs with more than one level, posted range reflects minimum of lowest level and maximum of highest level. Some positions also offer additional pay based on shift, certification or level of education. Job offers are determined based on candidate's years of relevant experience and internal equity. If you have questions about Overlake's pay practices, employee benefits or the pay for a specific position, please contact [e-mail]