Senior Customer Service Representative, Remote

Job Description

Providence St. Joseph Health is calling a Senior Customer Service Representative to work remotely within our footprint states: AK, CA, MT, OR, TX and/or WA.

We are seeking a highly motivated and experienced Senior Patient Customer Service Chat Representative to join our team. In this role, you will be responsible for providing exceptional customer service to our patients through online chat. You will be required to manage multiple chat conversations simultaneously while ensuring that all patient inquiries are answered accurately and efficiently in our fast-paced dynamic contact center environment. This role will possess the ability to identify the root cause of the issue and provide an appropriate solution while utilizing effective communication skills to de-escalate tense situations and first chat resolution.

Providence caregivers are not simply valued - they're invaluable. Join our team and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Responsibilities:

• Provide exceptional customer service to our patients by handling a variety of inquiries, issues, and concerns via chat.
• Continuously improve our patient service processes and procedures to enhance the overall patient experience.
• Collaborate with other departments, to ensure our patients needs are met.
• Handle escalated issues ensuring there a result in a timely manner.
• Document all patient interactions and the steps taken to resolve the issue.
• Continuously improve your knowledge of healthcare regulations to provide accurate information to our patients.
• Exceed performance, goals for patient satisfaction, productivity, and quality - always strive for first chat resolution.

Required Qualifications:

• 5 years Experience in customer service call center environment (health care preferred), OR.
• Experience in full-time collections (health care preferred).
• 5 years Experience in automated, computerized account follow-up system.

Preferred Qualifications:

• Coursework/Training: College coursework.
• Experience working with quality or identity theft issues.

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Salary Range:

NorCal (Napa, Sonoma)

Min:$23.79, Max: $37.84

Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez)

Min:$21.21, Max: $33.73

WA Puget Sound Oregon (Portland) Alaska (Anchorage)

Min: $20.34 Max: $32.36

Oregon (Hood River, Medford, Seaside)

Min: $18.96, Max: $30.16

Eastern Washington (Richland, Spokane, Walla Walla)

Min: $18.10, Max: $28.79

Montana

Min: $16.38, Max: $26.05

Texas

Min: $15.52, Max: $24.68

About Us

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.