PAC Operations Intern – Patient Ambassador Center Operations

Job Description

PAC Operations Intern | Sono Bello

The Tone:
This is an internship at Sono Bello, located in Bellevue, WA. Sono Bello is America’s leading cosmetic surgery specialist, with over 185 board-certified surgeons who have performed more than 300,000 laser liposuction and body contouring procedures. The company is the national leader in providing personalized body transformations, operating as the largest and fastest-growing cosmetic surgery practice. This role is crucial in supporting the Patient Ambassador Center by optimizing patient contact flow, developing essential reference materials, and creating impactful training content.

The TL;DR
• Role: Internship
• Type: Temporary
• Location: Hybrid, Bellevue, WA
• Pay: $20 hourly
• Mission: Support the 24/7 Patient Ambassador Center operation by ensuring data accuracy, developing comprehensive documentation, and assisting with quality and learning support.
• Tech Stack: Contact Center as a Service (CCaaS) platform, learning management system

What You’ll Actually Do
• Data Accuracy & Reporting: Support the team in ensuring patient contacts are correctly tracked, categorized, and attributed to media sources within the CCaaS platform.
• Configuration Management: Maintain and audit Point of Contact (POC) and Skill configurations, keep change logs current, and perform data analysis to surface discrepancies or trends in contact volume and routing.
• Documentation Development: Capture team operations through observation and conversations, converting insights into written SOPs, reference articles, and resource materials.
• Documentation Maintenance: Audit existing documentation for accuracy, updating or archiving any outdated content to ensure relevance.
• Quality & Learning Content: Review call recordings and quality findings to identify patterns, skill gaps, and strong examples to help create and maintain training content, including course materials, assessments, and call libraries within the learning management system.

The Must-Haves
• Background: Currently enrolled in an accredited college or university program, with a preferred field in Business, Communications, Marketing, Operations, Healthcare Administration, Information Systems, or a related field.
• Experience: No prior professional experience is required for this role.
• Skills: Strong written communication skills, exceptional attention to detail, comfort working independently on defined tasks, and ability to engage effectively with team members across departments to gather information.