Averro

About Averro

Title: Customer Service Agent Type: 6 month+ Contract Location: West Valley City, Utah 84120 Rate: 16/hr Position Summary: Acts as first point of contact for incoming customer inquiries and service requests received in the Sutter Shared Services Contact Center through email, phone, and web portal channels. Works as part of a team of Customer Service Agents and Specialists to support one or more of the Sutter Shared Services service delivery teams (e.g. Supply Chain, Payroll, Accounts Payable, Human Resources, and Revenue Cycle). Over time, participates in training in order to support additional process areas in responding to customer inquiries and service requests. Assignment Specific Responsibilities *Primarily supports processes for one or more of the Sutter Shared Services service delivery teams and depending on area of focus, handles resolutions related, but not limited to basic answers regarding: Human Resources: employee benefits and deductions; benefits, recruiting, training and compensation policies and procedures Supply Chain: purchasing inquiries around what can be purchased and from whom, end-user support for purchasing processes Payroll: direct deposit enrollment, basic payroll policy and contract information, end-user process support Accounts Payable: status of invoice payments for vendors, end-user process support Revenue Cycle: billing and collections, including the updating and/or creation of new patient statements; explanation of statement contents/format, charge entries, billing and collection processes, 3rd party payer activities *Acts as first point of contact for incoming customer inquiries and requests by email, phone, and web portal channels *Leverages customer relationship management tools (primarily Salesforce) to perform front-line customer support and resolves the majority of issues without escalation *Records, edits, and tracks all customer interactions through customer relationship management tools *Performs initial research using shared services enabling technologies (e.g. Lawson, Hyland, Kronos) *Prioritizes service requests and re-assigns or escalates appropriately *Identifies, interprets, analyzes, and researches issues and seeks resolution to meet customer expectations and within defined service level agreements *Utilizes existing knowledge, internal training, and system resources to provide support for internal and external Sutter Health customers; suggests updates and additions based on incoming inquiries and requests *Participates in required training and daily ad-hoc training as recommended by Team Lead *Complies with Sutter Shared Services Contact Center policies, practices and procedures *In initial year, participates in cross-training and job enlargement opportunities for Major job responsibilities. Works with direct supervisor to identify minor set of responsibilities to develop and perform in support of peaks, valleys and cycles across the Shared Services Organization and individual career growth opportunities. Performs both Major and Minor responsibilities after initial year Performance Management *Ensures delivery of business results by meeting or exceeding all individual operating metrics *Plans and organizes work so Individual Operating Metrics and Service Level Agreement objectives are realized *Recognizes and communicates potential issues to his/her team leader as appropriate People Development *Adaptable to learning new processes, concepts, and skills *Seeks and responds to regular performance feedback from team lead; provides upward feedback as needed *Assists in orientation and appropriate training of team members, helps cross-train peers in minor responsibilities; acts as a mentor to peers Relationship Management *Maintains positive work relationships with members of other teams in the Shared Services Organization to communicate effectively and to ensure compliance with cross-team responsibilities Education: High School Skills: Experience *Experience in call center or equivalent customer service setting as typically acquired in 0-2 or more years, preferably in a service delivery environment strongly desired *Experience in Human Resources, Payroll, Accounts Payable, Supply Chain, and/or Revenue Cycle preferred *Experience in the healthcare industry preferred *Experience in shared services/internal service delivery role preferred *Experience with Microsoft Office - Word, Excel, PowerPoint desired Knowledge *Knowledge of processes within one or more of the following functions desired (required for first round of hiring): Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing *Knowledge of customer relationship management (CRM) tools and related analytics desired *Knowledge of shared services enabling technologies (e.g. Lawson, Hyland OCR, Kronos) desired *Knowledge of Sutter Health policies, practices and procedures a plus *Familiarity with performance metrics and ability to meet identified targets a plus Skills *Strong customer service skills and professional demeanor *Fluency in both English and a minimum of one other language is desired for this role to allow Sutter Health to better serve the community and patient population *Ability to learn new functional processes *Ability to process requests quickly, accurately, and consistently with general supervision *Ability to learn and use various Contact Center enabling technologies *Ability to asses problems and resolve or escalate to appropriate team to resolve *Ability to recognize the appropriate style, level of detail, and message for the audience *Strong verbal and written communication skills *Strong interpersonal skills with the ability to work with and collaborate across Sutter Shared Services as needed *Strong organization and multitasking skills *Strong time management skills and ability to manage individual assignments *Ability to work in a team environment *Strong attention to detail *Requires the ability to work with and maintain confidential information Job Types: Full-time, Contract Salary: $15.00 to $16.00 /hour Experience: call center: 1 year (Preferred) customer service: 1 year (Preferred) Education: High school or equivalent (Preferred) Contract Renewal: Likely

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