Customer Service Representative | Nampa, ID | Mar 7, 2022
My experience working for Sutter Health
I started as a contracted employee in September of 2021. Our job consisted of being a resource of Covid-19, and scheduling Flu and Covid vaccinations. At first I was very happy with the way things were done, the training, the managers. Everything was great starting out. About mid December of 2021, we were told we would be cross training into a new department. They put the training in the midst of Christmas, which was giving us several days off in between training. By the time training was supposed to have been officially over, not a single one of my co-workers was prepared. Our trainer had been reading off power points the entirety of the two weeks of training we had. No hands on, no practice. Power points. We had gotten the chance to bring it up to our Boss, she listened and she understood. And I will be thankful for that. We got some extra days of training where we actually got to train in our practice work environment. But to no avail, everyone was still anxious. A week in January 2022, and they had just thrown us into the field anyway, and kind of brushed us off because it was just “call anxiety.” Actually working in the field, you realize you’re running into scenarios you werent even taught to deal with. In this new department, we were dealing will scheduling appointments, urgent and emergent scenarios, triage nurses, refill prescriptions, lab results, pharmacists, at home nurses, insurance providers, referrals, etc.
Early February, Sutter had hired more people for thi
I was employed with Sutter as a Patient (customer) Service Representative for 7 years.
**In short (if you dont want to read my experience): it's a job- You will be "tethered" to your desk all day taking call after call and be micromanaged. Pay isn't the greatest but the benefits are decent, plus you can work from home.**
The first 3 years I worked there I loved it and always reccommended them without hesitation. Being a call center, it never actually felt like a call center, we could take the time(within reason) to listen and empathize with the patients and do what we could to best assist them. This was important to me because I was planning on going into healthcare and loved feeling like I was still able to interact with patients. It truly felt like it was a place who cared about their patients as well as their employees. It was fun! There was always a challenge or game of some sort to not only help you achieve goals, but get to know the people you work with, even outside of just your "team." There were always opportunities to do little side projects if you wanted to and get experience in other things.
Sadly, things changed. "Patient service representative" was no longer the job title, it is now "customer service representative". Just like your average call center..
It started to feel less patient focused; the focused moved to numbers- average handle times, how many calls you take,etc. It became much more robotic. As an example, we had to start asking patients to take a
ProsWork from home, decent insurance, weekends and most holidays off
ConsShort breaks, hard to move up unless you know the right people, can be micromanagey
It was so pathetic; working at healthcare company but got fired after calling in sick. My husband worked at this company. He got flu so bad and had to stay overnight in the hospital. After few days at home, he went back to work and got fired in that morning. He did not have a chance to defense himself or talk with HR. Yes, he made mistakes while he was sick, but it seemed that the management did not care about it. The job was so stressful, and my husband told me lots of backstabbing within employees and bosses. Lots of problems inside its IT Dept. The business and IT sites never listened to each other, then it created problems in its servers. The servers went down, because the business site required things beyond its IT's abilities plus it does not fulfill of what the IT site needed. The business site did not listen to the IT site. You want a good running computer but it isn't supported with appropriate hardware and software; you don't update your software and codes; you don't clean up your junk. The management thought by getting rid of my husband would save the bosses' position and solve the problems. If the servers are still down and creates problems, then it is not their employees' problem. It is their management decision problems. FYI, the HR meeting to review the managers is not helpful, because the employee who wants to get a credit will tell it to his/her boss. My husband did not say bad words or complain about his boss in that meeting, because he was afraid somebody w
This company is a mess, to put it lightly. The pay is great and the benifits are phenomenal but I weight my options and if this job is even worth it on a regular basis. They provide little to no training, ou dont get practice calls or practice customers when even the most simple sales jobs I've had can provide that. Our working with nurses, and patients and doctors, and pharmacists, pretty much playing middle man regardless of your department. Its draining, call after call back to back. Usually has 10-20 calls waiting for an available agent so as soon as youre theoughbwith one youre placed into the next call. They only give you 10 minute breaks, the hour lunch is nice but doesn't feel like it's worth anything when your paid breaks only give you enough time to use the bathroom. They're very uptite when it comes to clocking in and out. You'll get written up for being a minute early or a minute late and theyll dock your PTO by the minute. The network sucks, its constantly going down and theyll also dock your PTO for that, even though it's a company issue. Managers are always watching your screen and critiquing every aspect of your day, but you never get feedback or advice. They enforce a complicated workflow system for even the most simple calls, and at the end of each workflow route it says "see appropriate wf" without telling you which one, you'll have to go through 3 different pdf pages making a 5 minute call 20 minutes. You have no time or energy for your personal life and
I look forward to going to work every day because it is my goal to make a difference in the lives of those I work with and it does not matter how hectic my day is, I go out of my way to make sure I have a smile on my face and a positive attitude with everyone I come into contact with.
I have learned how to successfully lead team members through various levels of change, improved morale and most importantly how to work alongside the team without compromising who I am as a person.
My direct manager has given me the tools and confidence required to be the well-respected manager I am today. I do not know if I would have accomplished as much as I have under someone else's leadership. She leads by example and has taught me how to do the same confidently, efficiently, effectively and respectfully. Senior Leadership is not always clear on how change should be implemented and does not always take into consideration how the transition can have a negative impact on patient satisfaction and employee morale.
My physicians and staff make me proud to say, "I am not a title driven manager. I can not do anything without them and I am their co-worker." It is very clear from Senior Management down that everyone on my team is important regardless of their title because we all need each other to succeed.
The most difficult aspect of my position involves the on-going challenges that accompany implementing change on top of change most times prior to completing the previous proj
I was snowed into a position by a recruiter with MPHS and came into a complete and utter nightmare in all aspects. I have never worked in a department where the staff elders ran the department and the folks hired to manage the joint sat in their offices, ordering things online. How you faired in this particular department depended on who you knew and whether or not you spoke Tagalog since 95% of the department were Filipino, and not inclined to speak English no matter what the hospital policy stated. As one of the most technical departments in a hospital, you'd think that there would be "technical" resources to keep the department technically sound, and moving in the right direction….ahhh nope. Department middle management was at best antiquated, uneducated and stubborn. They defended their grossly uninformed technical decisions, & fought change tooth and nail. Never mind the fact that staff in the department made errors on patient tests daily and nothing was being done to improve the situation. Many times, errors would be covered up by one Tagalog-speaking worker, for another. The director of the department was not engaged directly and seemed to make decisions based on gossip and heresay. If she was aware of a problem in the department, it was because she heard about it via gossip, not because she was doing her job. Supervisors were asked to interview and hire for several "vacant" positions only to be told that "we are over budget" once those people were hired and trained
ProsPay was decent
ConsPolitics, un-friendly work environment, un-involved management
Patient Services Representative | Utah | Jun 24, 2021
Overall a Good Place to Work
Overall, working for Sutter has been a great experience. They have full time schedules (mostly M-F with weekend schedules also) with excellent medical and retirement benefits, as well as PTO accrual. They also offer accommodations, if you need it. The atmosphere in the department(s) I worked was great but I have heard there are still some not so great managers scattered throughout the company but for the majority of them, they are all really awesome! The camaraderie and team work is amazing and there is such a diverse variety of people that it's a great place for anyone to learn and grow within and out of the job field. It has greatly helped me build my resume and if you have an interest in becoming a leader, they help you get on the right path.
You're likely to spend at least 1 year working 10 am to 7 pm MST. While this works for some, I know a lot of people that work it do not like the shift. You can ask to be put on an earlier shift but there are a lot of people in line for it. Patients are calling in CA time and they need employees to be available to take calls. More than likely, you'll end up working in the Patient Service Center. This is a great learning experience but if you are not the type of person who can take back to back calls (sometimes call volumes are very high) assisting patients, it can feel very stressful. They have fairly high standards as far as their expectations for patient call experience goes, however, reasonably so because PSR's de
Horrible management especially director of nursing
I use to work for this company and feel the need to warn all prospective employees. Specifically, the PACU. Sutter management does not live by the Sutter mission statement. Their turnover is ridiculous. They lose a lot of really good nurses because management sucks the life out of every nurse they have. They expect everything, but give absolutely nothing back. They expect you to take extra shifts, works late, take on call shifts, but then deny any PTO request you ask for. Many of their nurses take LOA for mental health issues because this is the only way they can get time off. Almost all PTO is denied. They encourage their long time employees to segregate their newer employees making them live up to unrealistic expectations while their management displays hypocritical behavior. At one point the entire O.R staff wrote a letter documenting the unprofessional behavior of their Director of Nursing. Nothing changed. Another employee of 25 years went to the Director of Nursing supervisor to complain about that persons behavior and still nothing changed. Any complaint to Human Resource goes unheard due to the relationship management and the companies human resource department has. It’s disappointing, unfortunate, and disheartening for current employees. The company itself is wonderful with a great idea of what good health care should look like. Anyone who speaks up is automatically a target for management. Unfortunately, good nurses don’t work for the company. Good nurses leave b
My experience a typical day at work is usually when management is needed they are never there. Your told one rule of the company then told to do the opposite after you've been marked down for it. Your judged on the time of your phone call, therefore they would rather you rush off the call than give a quality performance. I learned what they say and what the expect is nearly always opposite. Hardest part of the job is being told one thing by your manager/supervisor (which can go against company rules) and getting marked down for it later. You will also get marked down if you don't say certain words at very particular points in the call, and yes if you say something similar it doesn't count because its up to interpretation of the quality control member who picked your call. Most enjoyable part is probably the customers themselves, doctors and most doctors office members are usually nice, the job is really easy, and the bigger desks you work at. Smokers are required to cross 4 lanes of traffic with out crosswalk, if you get hit by a car or a car slides on the ice and hits you company will not be liable, if your caught smoking on property your fired. Takes about 5 min to take stairs down to main floor and clear out to road, wait for traffic, finally cross you got about 3 min (if your lucky with traffic) to smoke, wait for traffic, finally cross back and book it upstairs in under 2 min, also better hope you didn't need to use the restroom cause time frame wise it's out of the ques
ProsEasy work, nice customers, nice doctors, big desks
ConsUnreliable rules always changing, 10 min breaks, smokers put at vehicular risk
I come into work every day with a positive attitude. I open our building up and turn off the alarms. Make coffee for our staff to start the day. Open up my calendar to view my Directors day. Code invoicing for her so she may approve. Check my email to make sure nothing high priority is in there. Do my day to day emails and projects.
I have learned to be more patient with people as I know I can be such a "go go go" person. I have more experience in the management area due to the fact that my boss has me learning all aspects of their job because she feels it would be beneficial for me. I am able to multi-task more than before because of the 10 things I can get completed.
The management here is such a hard working team. I enjoy learning all what they put out. I am happy to say I have great work relationship with each of them. They can depend on me at any time which they like.
My co workers can be tough at times because we cannot make each and every person happy. But I enjoy how diverse they are. My years being here has made me learn so much about myself and realize what I am capable of. I enjoy coming to work each day.
The hardest part of my job is not making everyone happy. Knowing that someone doesn't like an answer you have to give them or a rule you have to put in place due to what the management wants. But it comes with the job.
The most enjoyable part is that I go home knowing I did an amazing job and I made a difference that day. Making someone’s life a bit easier b
ProsSpirit Committee, Free Lunches, great group of staff
Questions And Answers about Sutter Health
How often do you get a raise at Sutter Health?
Asked Feb 4, 2022
Answered Nov 30, 2022
once a year
Answered Nov 22, 2022
What is the best part of working at Sutter Health?
Asked Mar 3, 2020
The nursing staff was very kind
Answered Jul 4, 2022
Answered Jul 3, 2022
How do you feel about going to work each day at Sutter Health?
Asked Nov 17, 2016
I dread every moment because I am going to a toxic environment that is just using me up until they kick me to the curb. Sutter is awful
Answered Jul 9, 2021
I like 12 hrs shift so I am enjoying it. My manager always tries to manage our schedule as our wishes. That is fabulous!!
Answered May 10, 2019
What is the promotion process like at Sutter Health?
Asked Jul 6, 2022
Promotion are based off your metrics.
Answered Nov 22, 2022
Answered Nov 20, 2022
What would you suggest Sutter Health management do to prevent others from leaving?
Asked Mar 23, 2017
Cause: Stop hiring people who lack education and experience! Life skills and Cna does not count as experience to work with psych patients!
Effect: This leads to an unsafe environment, lack of professionalism and low moral. Good workers end up picking up their slack, and are emotionally, physically and mentally drained.
Enforce zero tolerance on harassment and bullying.
Answered Oct 27, 2019
I’ve been working at Sutter as an assistant. For the most part, it’s been great. It’s hard work though and there’s been a lot to learn. It’s a lot more physical than I thought it would be with more responsibilities than the position should entail considering my pay. The techs have been very helpful though with the exception of a few who’ve had attitudes at times. It’s definitely micro-managed and my hours are always changing. Also, they preach about reporting incidents without repercussion, but that could be further from the truth. They tend to focus more on the negatives vs the positives and lack noticing hard working employees who are giving it their all under very stressful circumstances. A lot of legalities as well in which I am not used to having worked for private practices. I’ve gained a lot of valuable experience though and hoping it gets better over time.