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Sutter Health Customer Service Agent in Roseville, California

Position Overview:

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.

As a team member in Sutter Shared Services, establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction. Maintains a positive and professional work relationship with all customers and members of teams across Sutter Shared Services.

Supports the success of a high-performing shared services organization by helping to champion and drive the long-term Sutter Shared Services vision. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Participates in programs and in using tools in support of building a high performance culture via the standard Sutter Shared Services responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).


• AA in Finance, HR, Business Management or Equivalent Education/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 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

• 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

Organization: Sutter Shared Services

Employee Status: Regular

Employee Referral Bonus: No

Benefits: Yes

Position Status: Non-Exempt

Union: No

Job Shift: Day

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Monday-Friday

Weekend Requirements: None

Schedule: Full Time

Hrs Per 2wk Pay Period: 80

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.