Customer Service Agent (Technical Support)

About the position

The Customer Service Agent (Technical Support) role at Sutter Health involves responding to inquiries and service requests from patients, employees, providers, and vendors through various communication channels. The position emphasizes high-quality customer service and aims to establish strong relationships with customers while ensuring their satisfaction. The role requires a blend of technical support skills and customer service experience, particularly in a healthcare environment, and includes an initial onsite presence at the Innovation Center in San Francisco before transitioning to a hybrid work model.

Responsibilities

• Receive and respond to incoming inquiries and service requests via phone, email, and web portal.
• Provide accurate and timely information to customers while adhering to quality standards.
• Establish and maintain collaborative relationships with customers to enhance service delivery.
• Support continuous improvement in business processes and services.
• Handle inbound patient inquiries related to the program and devices.
• Follow troubleshooting steps to identify technical issues and provide solutions.

Requirements

• High School Diploma or General Education Diploma (GED).
• 2 years of recent relevant experience in customer service, preferably in a healthcare environment.
• Experience with mobile apps and smart health monitoring devices.
• Knowledge of HIPAA regulations is preferred.
• Strong written and verbal communication skills to explain sensitive information clearly.

Nice-to-haves

• Experience interacting with individuals with varying degrees of familiarity with technology.
• Ability to work independently and as part of a team.

Benefits

• Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
• Paid time off and holidays.
• 401k retirement plan options.