Customer Service Representative, Sanford Health

sanford; Marshfield (WI); On-site; USD 22,000 - 34,000; Full time

Job summary

Sanford Health seeks a Customer Service Representative to handle phone inquiries from members, providers, and colleagues. The role focuses on delivering positive experiences in a fast-paced environment.

Responsibilities include assessing case complexity, resolving or escalating issues, and ensuring accurate documentation. This position operates on day shifts with a standard 40-hour week and no weekends or holidays.

Qualifications

• High school diploma or equivalent preferred; bachelor's degree is preferred.
• Minimum of one year experience in providing customer service.
• General computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange).
• Sanford is an EEO/AA Employer M/F/Disability/Vet.

Responsibilities

• Assess the level of complexity of cases and provide resolution or escalate as needed.
• Respond to provider questions via inbound and outbound calls and written correspondence.
• Thoroughly document interactions for accurate tracking and analysis.
• Promote the usage of self-service to callers and suggest improvements to knowledge management content.
• Follow all corporate data administration rules and policies.

Skills

Customer service experience

MS Office

Attention to detail

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

MS Office

Outlook/Exchange

Job description

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America's heartland.

Work Shift:

8 Hours - Day Shifts (United States of America)

Scheduled Weekly Hours:

40

Compensation:

Salary Range: $16.00 - $25.50

Union Position:

No

Department Details

8-4:30 CST Monday-Friday, no weekends or holidays

Supportive team environment

Summary

The Representative of the Sanford Health will provide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues ensuring a positive experience for all providers in a fun and fast-paced atmosphere.

Job Description

Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries. Provides positive, consistent provider experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity. Responds to provider questions via inbound and outbound telephone calls and written correspondence. Partners with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research to ensure satisfaction regarding member and provider questions. Thoroughly documents interaction for accurate tracking and analysis. Promote the usage of self-service to callers as appropriate. Provide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Highlight opportunities to address common inquiries through existing or new self-service functionalities. Identify opportunities to address common inquiries through improved knowledge management system content and improved methodologies. Ensure compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures. Follow all organizational policies, processes and guidelines. Ability to deliver high quality customer service consistently in a professional manner. Ability to follow strict policy guidelines. Ability to deal effectively with dissatisfied providers. Strong communication skills. Flexibility to accommodate staff scheduling changes. Strong customer service focus. Strong interpersonal and listening skills. Ability to handle multiple requests in a timely manner. Attention to detail (particularly with entering data). Ability to follow standard operating procedures. Must have a positive attitude, the ability to learn quickly, and adapt easily to change. Ability to follow standard operating procedures.

Qualifications

High school diploma or equivalent preferred; bachelor's degree is preferred.

Minimum of one year experience in providing customer service. General computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange). General organizational and proficient problem solving skills.

Sanford is an EEO/AA Employer M/F/Disability/Vet.

If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-949-5678 or send an email to [e-mail].