Customer Service Agent (Technical Support)

$63,211 - $88,483/Yr

Sutter Health - San Francisco, CA

Full-time - Entry Level

Hybrid - San Francisco, CA

Hospitals

About the position

The Customer Service Agent (Technical Support) at Sutter Health is responsible for handling incoming inquiries and service requests from patients, employees, providers, and vendors. This role emphasizes providing accurate and timely information while maintaining high customer service standards. The agent will work collaboratively within a team to enhance service delivery and ensure customer satisfaction, particularly in relation to mobile apps and smart health monitoring devices. The position requires an initial onsite presence at the Innovation Center in San Francisco, with potential for remote work after onboarding.

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 strong relationships with customers to enhance service delivery.
• Support continuous improvement in business processes and services.
• Handle inbound patient inquiries specific 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.
• Employee assistance programs.