Customer Service Representative, Sanford Health

40000 Sanford Health Plan; United States; On-site; USD 22,000 - 34,000; Full time

Job summary

Sanford Health is seeking a Customer Service Representative to handle calls from members, providers, and colleagues, delivering a positive experience in a fast‑paced environment.

Responsibilities include assessing inquiry complexity, documenting interactions, promoting self‑service, and coordinating with other departments. The role requires excellent communication, at least 1 year of customer service experience, and MS Office skills. 40-hour work week; day shifts CST.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• At least 1 year of customer service experience.
• General computer skills including MS Office and Outlook.
• Strong problem solving and organizational skills.

Responsibilities

• Quickly 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.
• Document interactions for accurate tracking and analysis.
• Promote the usage of self‑service to callers as appropriate.
• Provide end‑user support including navigational questions and basic system issue resolution.
• Identify opportunities to improve knowledge management content and self-service features.

Skills

Customer service

Microsoft Office

Communication skills

Problem solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

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].

The Sanford organization owns and manages multiple distinct brands, including Sanford Health, Marshfield Clinic, and Good Samaritan, as well as Lewis Drug, Sanford Health Equip, Solutions by Sanford, Great Shots, and Blue Rock Bar & Grill. 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. Headquartered in Sioux Falls, South Dakota, the organization has 53,000 employees and serves over 2 million patients and nearly 425,000 health plan members across the upper Midwest including South Dakota, North Dakota, Minnesota, Wyoming, Iowa, Wisconsin and the Upper Peninsula of Michigan. The integrated nonprofit health system includes a network of 56 hospitals, 288 clinic locations, 147 senior care communities, 4,000 physicians and advanced practice providers and nearly 1,500 active clinical trials and studies. The organization’s transformational virtual care initiative brings patients closer to care with access to 78 specialties. Learn more about Sanford Health’s commitment to shaping the future of rural health care across the lifespan at sanfordhealth.org or Sanford Health News.

Good Samaritan, one of the nation’s largest nonprofit providers of senior care and services, is committed to transforming the aging experience through innovation, compassion and personalized care. As part of Sanford Health, an integrated nonprofit health system headquartered in Sioux Falls, South Dakota, Good Samaritan serves 10,000 seniors and offers access to a full continuum of care, including 94 rehabilitation and skilled nursing centers, 56 assisted living and memory care facilities, 44 independent living locations and 37 home health and hospice agencies. The senior care provider delivers services across the upper Midwest, with 70% of residents living in rural communities. Learn more about Good Samaritan’s mission and commitment to delivering high quality senior care in rural America at good-sam.com.