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Customer Service Agent - Employee Line

Job ID SSS-2006495 Date Posted 07/08/2020 Location Salt Lake City, Utah Schedule/Shift Full Time/ Day
Position Overview:

Job Description

This position is responsible for helping employees navigate the complexities of Human Resources, so that our employees can focus on patient care.  From payroll to benefits, recruitment to retirement and all that occurs in between, our team supports 14 Human Resource and Payroll functions (see below).  We pride ourselves on our ability to connect the operations side of healthcare with the human side of patient care. 

Human Resources and Payroll Functions


Leave of Absence


HR Data

HR Reporting

Workforce Labor Relations


Health and Welfare

Defined Contributions


Data and Analytics


Recruitment Logistics




• 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

Sutter Health Affiliates are equal opportunity employers EOE/M/F/Disability/Veterans

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