Sutter Health Patient Service Representative-Mills Call Center-Burlingame in Burlingame, California

Position Overview:

Acts as first point of contact for incoming customer inquiries and service requests received in the PAMF Call Center through phone, email, web portal channels. Works as part of a team of Customer Service Agents to support one or more clinical departments within the organization.

Provides front line inbound phone support and customer service satisfaction to patients in a courteous

and professional manner in accordance with performance standards

  • Provides primary inbound phone and email support for one or more clinical departments

  • Acts as first point of contact for incoming customer inquiries and requests by phone, email, and web portal channels

  • Leverages customer relationship 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 internal resources and technologies

  • Prioritizes incoming requests and re-assigns or escalates appropriately

  • Identifies, interprets, analyzes, and researches issues and seeks resolution to meet customer expectations

  • Utilizes existing knowledge, internal training, and system resources to provide support for internal and external customers; suggests updates and additions based on incoming inquiries and requests

  • Participates in cross-training and works with direct supervisor to identify minor set of responsibilities to develop and perform in support of peaks, valleys and cycles across the organization and individual career growth opportunities.



High school diploma or equivalent

Experience in call center or equivalent customer service setting as typically acquired in 6months- 2 or more years, preferably in a service delivery environment strongly desired

Experience in the healthcare industry preferred

Experience in shared services/internal service delivery role preferred

Experience with Microsoft Office - Word, Excel, PowerPoint desired have: High school diploma or equivalent

Organization: Palo Alto Medical Foundation

Employee Status: Regular

Benefits: Yes

Position Status: Non-Exempt

Union: No

Job Shift: Variable

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Varied Days

Weekend Requirements: Saturday-Sunday

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.