Customer Service Representative

Overview

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.

Work Shift: 8 Hours - Day Shifts (United States of America)

Scheduled Weekly

Hours:

40

Salary Range: $16.00 - $25.50

Union Position: No

Department Details

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 members 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.
• Provide positive, consistent customer experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity.
• Respond to customer questions via inbound and outbound telephone calls and written correspondence.
• Partner with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research to ensure customer 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 Customer Service policies, processes and guidelines.
• Deliver high quality customer service consistently in a professional manner.
• Follow strict policy guidelines and handle dissatisfied customers effectively.
• Demonstrate strong communication skills, flexibility to accommodate staff scheduling changes, and a strong customer service focus.
• Develop strong interpersonal and listening skills; handle multiple customer requests in a timely manner.
• Maintain attention to detail, particularly with entering data, and follow standard operating procedures.
• Maintain a positive attitude, the ability to learn quickly, and adapt easily to change.

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 or send an email to talent.