Customer Service Representative, Sanford Health

Good Samaritan Society; Marshfield (WI); Hybrid; USD 22,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Work/life balance benefits

Generous time off

Job summary

Sanford Health, Marshfield, WI, seeks a Customer Support Representative to handle calls from members, providers, and colleagues in a fast-paced setting. You will assess case complexity, resolve or escalate inquiries, and document interactions for accurate tracking.

Role requires strong communication, data security adherence, and the ability to promote self-service options while collaborating with multiple departments to ensure provider satisfaction.

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.

Responsibilities

• Handle inbound/outbound calls from Sanford Health members, providers and colleagues.
• Assess complexity and provide resolution or escalate inquiries.
• Document interactions for tracking and analysis.
• Promote self-service and guide users to knowledge content.
• Coordinate with other departments for in-depth research as needed.
• Ensure compliance with data security standards and company policies.

Skills

Customer service

MS Office

Problem solving

Organization

Education

High school diploma or equivalent preferred

Bachelor's degree preferred

Tools

MS Office

Outlook/Exchange

Job description

Careers With Purpose

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.

• Facility: Marsh Security Hlth Plan
• Location: Marshfield, WI
• Address: 1515 N St Joseph Ave, Marshfield, WI 54449, USA
• Shift: 8 Hours - Day Shifts
• Job Schedule: Full time
• Weekly Hours: 40.00
• Salary Range: $16.00 - $25.50

Department Details

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

Supportive team environment

Job 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. 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.

Benefits

Sanford offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work/life balance benefits, and a generous time off package to maintain a healthy home-work balance. For more information about Total Rewards, visit https://sanfordcareers.com/benefits .

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 1-877-673-0854 or send an email to [e-mail] .

Sanford has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

• Req Number: R-0274832
• Job Function: Customer Support Services
• Featured: No