Some glimmer of innovation, but prepare for growth pains. - Anonymous employee Sutter Health Employee Review

3.0
Feb 16, 2016
Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

LEAN initiatives, rapid growth/career opportunities, decent benefits, nice cafeteria at the Lake Park location.

Cons

The rapid growth opens up doors for unqualified supervisors/managers, very lax hiring standards, and inadequate training for new-hires. Don't believe the recruiters when they say it's "not another call center" - it IS a call center that is operating under the guise of "patient service". If you're looking to work at a call center then you'd be happy at Sutter, but just know what you're getting into before you buy into the sales pitch. You'll be speaking with irate patients every day, so be sure that you can stomach difficult situations on a regular basis. The work is stressful, and on some days you will be taking calls back-to-back with little to no support from your superiors. Those few patients that you legitimately help will provide the fulfillment needed to get through the day. I'd recommend trying to advance as fast as possible into an area that is off the phones (6 months minimum), but be be prepared for plenty of competition and politics regarding who is chosen for promotions. Also, be prepared to see many very young employees in formal leadership roles; requirements for certain positions get thrown out the window when nobody in the pool of candidates actually meet the criteria for the position (i.e. a degree or experience).

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Sutter Health Response
10y
Thank you for your comments. I’m sorry you felt like the job wasn’t what was described to you during the recruiting process. We do our best to accurately explain the work and match the right people to the right jobs. However, there are times that it just takes doing the work to really get a sense for fit. You’re right - at the Patient Service Center, we take a lot of calls every day and we monitor, track performance, and look for trends. In that respect, we are a lot like other contact centers. However, we think we stand apart from the typical call center because of who we support (patients and providers) and the type of work we do (healthcare related calls) so we’re different in the sense that our focus is not what traditional call centers focus on – sales/technical/financial service. The work we do impacts patients – and we think this is really important. Millions of people call us when they’re sick, waiting on an important lab result, or to tell us that their loved one passed away. Inherently, these calls can be stressful but that is also what makes the work we do so rewarding. We know it’s not a fit for everyone and that sometimes even the best employees can get burnt out and need change. We thank you for your service and wish you only the best. Sincerely, Steve Chambers Sr. Director, Patient Service Center

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5.0
Jun 30, 2026
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CEO approval
Business Outlook

Pros

This opportunity for the Owner/Director of Operations may operate to other entities and title Chief of Staff in its mid term, if the time arise for Employment. As the Employer Return these job titles will always be available to myself or you. Creative Opportunities is a great statement for the hospital and workforce. Major health incentives may qualify more patients thrive to moving on to qualifications of getting home. Sometimes our treatments here are good and request for patients move to another hospital. That's what I am here for, and creating a day to day plan for the patient or treatment care. All of my patients will be treated equal as EEO or Special Privileges on a subliminal content and contracts. Either domestic or foreign affairs will be answered upon request. Any special requests must be attended such as " how long is a regular hospital stay "? Well, some care is different than other treatments of care and request demo treatment healthcare. Basically Sutter Health shall remain under the proper structure of my Inheritance: Good Old Fashioned Healthcare and Guidance. Remaining stable to my job as a importance person of personnel HR Human Resources. Director of Operations.

Cons

It is mandatory for the janitorial work to be completed at proper time,, for day to day inspections. Handling cases or health cases of the Department of Public Health of my Lead Corre-spondence and it's Team. To check in once or twice a year with the department;, in reading ledger or manual, when handling patients CA.

3.0
Jun 11, 2026
Recommend
CEO approval
Business Outlook

Pros

Leadership trainings, conferences, educational opportunities, Senior leadership seems to respond to employee feedback, Great organizational transparency and clarity around goals and direction, Front-line leadership receiving recognition more often, Fair (not amazing) compensation and benefits overall, Organization seems to be healthy and growing which is encouraging for job security and retention.

Cons

Unsustainable front-line leadership expectations, responsibilities, and tasks without providing support from supervisors or assistant managers specifically in San Francisco campuses, High burnout risk among front-line leaders which is continuing to increase, Growing list of contradicting or conflicting priorities. Patient experience scores have improved greatly in SF but patient quality/safety and employee satisfaction has become the apparent cost of that, Very unreasonable span of control for front-line leaders, i.e. way too many direct reports, Meeting metrics and KPIs at all costs is the message being received. Front-line leaders are left scrambling to reach the data points (regardless of the methods), to get there. In other words, we might be meeting the metrics and KPIs on paper, but that doesn’t necessarily mean the real purpose or reason behind those metrics is being performed. We’re just desperate to keep our jobs, The leadership culture in the last 6-9 months has shifted towards motivation through fear. Fear of losing our jobs or bonuses rather than motivation by providing actual daily support in doing our jobs and genuine concern and encouragement to succeed.

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