Sanford Health

Employee Service Center Representative- Profile By Sanford Call Center

Sioux Falls, South Dakota
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Jan 05, 2021
Job Type

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.
See yourself at Sanford!

Facility: Sanford Business Center Building

Location: Sioux Falls, SD

Address: 2200 E Benson Rd, Sioux Falls, SD 57104, USA

Shift: 8 Hours - Varied Shifts

Job Schedule: Full time

Weekly Hours: 40.00

Job Summary

This position is working the Profile By Sanford inbound call line within the Employee Service Center. Profile calls will be the primary objective and other duties including that of the Employee Service Center call center assigned as needed and indicated in the job description below.
Job Summary:
An outgoing and energetic Customer Service professional who serves as the first point of contact for leads inquiring about Profile by Sanford. Demonstrates exceptional customer service while promoting health and wellness through the utilization of meal replacements and the Profile by Sanford weight loss program. Continuously offers superior customer support in order to make every moment an experience. Supports members by providing program and product information, entering member data, handling both inbound and outbound calls to prospective Profile members, scheduling of members appointments, and other member service related tasks as assigned. Responsible for follow up with members and potential members via email or phone to promote Profile.
Delivers results based on goals in building leads through telephone prospecting via incoming and outgoing calls, email and direct marketing. Generates new member leads by developing trust, building rapport, and motiving others with compassion, empathy, and understanding.
Department Details:
This position includes hours varying between 7am-6pm M-F and weekends 8am-5pm.
High School diploma or equivalent required.
Minimum of one year customer service experience required, phone experience preferred.
Sales experience and background preferred.
Possesses strong computer skills and ability to multi task with a working knowledge of Microsoft Office, Outlook, Word, PowerPoint and Excel. Hours: An 8 hour shift between 7:00 am - 6:00 pm, Monday - Friday and occasional weekends based on business need.
Primary job role is Profile by Sanford Call Center duties indicated above.
In addition, as needed , the Employee Service Center candidate will quickly assess the level of complexity of cases and provide resolution or facilitate escalation to Supervisor, Employee Service Center, Tier 2 or Center of Expertise (COEs) as needed. Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests, streamlining service delivery, and identifying next steps.
Partner with Human Resources Administration specialists as needed to coordinate on inquiries requiring transaction processing. Promote the usage of self-service to employees as appropriate. Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Guide customers in the effective use of self-service to submit inquiries, update personal data, manage separations, and research Human Resources policies and procedures. Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. Highlight opportunities to address common inquiries through existing or new self-service functionalities. Identify opportunities to address common inquiries through improved knowledge management system content and improved case management methodologies.
Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures. Follow all Employee Service Center policies, processes, and guidelines. Ability to deliver high quality customer service consistently in a professional manner. Ability to follow strict policy guidelines. Ability to deal effectively with dis-satisfied customers. Strong communication skills. Ability to deal with ambiguity. Flexibility to accommodate staff scheduling changes. Strong customer service focus. Strong interpersonal and listening skills. Ability to handle multiple customer requests in a timely manner. Attention to detail (particularly with entering data). Ability to follow standard operating procedures and scripts.

Department Details

This position within the Employee Service Center is working the Profile By Sanford inbound call line, connecting with potential member leads. Hours of operation are M-F between business hours of 7am-6pm and weekends 8am-5pm. Customer Service, phones, and sales experience preferred.



High School diploma or equivalent required, bachelor degree preferred.
Minimum of one year customer service experience required, phone experience preferred.
Sales experience and background preferred.
Entry level knowledge of general Human Resources transactions. Working knowledge of Human Resources Service center operations. General computer skills including multi tasking, the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange). General organizational and problem solving skills.


Sanford Health offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work/life balance benefits, sick leave and paid time off. To review your benefit eligibility, visit .
Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to .
Sanford Health has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

Job Function: Human Resources

Req Number: R-37199

Featured: No

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