Customer Care Analyst, Full Time, Client Services - Napa
Located in one of the most beautiful regions in the United States, St. Helena Hospital was founded in 1878 and has a rich history of innovative medical care. We are comprised of a 151-bed hospital, emergency department and medical offices with centers of excellence in specialty care, including Adventist Heart and Vascular Institute, Coon Joint Replacement Institute, Martin-O'Neil Cancer Center and Behavioral Health units. In the heart of Napa Valley, St. Helena is a charming place, and the quality of life is unsurpassed with outdoor adventure, rejuvenation at luxurious spas, popular restaurants, as well as perfect weekend getaways to San Francisco or the coast.
Job Summary:
Responds, addresses and investigates/resolves a variety of patient inquiries and patient requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue.
Job Requirements:
Education and Work Experience:
- Associate’s/Technical Degree or equivalent combination of education/related experience: Required
- Bachelor's Degree: Preferred
- Three years' technical experience: Preferred
Essential Functions:
- Researches and responds to outpatient and inpatient inquiries received by way of telephone, in person and/or writing, by collecting information and data necessary to thoroughly research and assist with the inquiry at hand. Researches complex multi-facet questions that cross over in various departments and facilitate all communication and correspondences with appropriate department to confirm resolution. Provides high level of customer service in accordance with the values and expectations of the center.
- Documents and reports on all patient inquiries and interactions in accordance with department policies and system requirements. Directs patient inquiries to appropriate department for timely follow-up and resolution, if applicable.
- Communicates with the patient, physicians, internal departments and all other internal and external customers in a professional, courteous, and respectful manner.
- Adheres to all company policies, procedures, industry standards and agency regulations and rules.
- Performs other job-related duties as assigned.
Organizational Requirements:
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.
Adventist Health participates in E-Verify. Visit https://adventisthealth.org/careers/everify/ for more information about E-Verify. By choosing to apply, you acknowledge that you have accessed and read the E-Verify Participation and Right to Work notices and understand the contents therein.