PAC Operations Intern

Job Description

PAC Operations Intern | Sono Bello

The Tone:
This is an internship at Sono Bello, located on-site in the Greater Seattle Area, specifically requiring attendance at the Corporate Office in Bellevue, WA for a minimum of 3 days a week. Sono Bello stands as America’s leading cosmetic surgery specialist, boasting over 185 board-certified surgeons who have successfully performed more than 300,000 laser liposuction and body contouring procedures. As the national leader in providing cutting-edge, personalized body transformations, the company believes everyone deserves their best body today and the opportunity to pursue their best life now. This PAC Operations Intern role is crucial for supporting the core functions of a high-volume, 24/7 patient-facing team, touching upon the technology, data, and strategic elements that power its operations, ensuring every team member can make a difference.

The TL;DR
• Role: Internship
• Type: Temporary learning opportunity
• Location: Hybrid, Bellevue, WA
• Pay: $20 hourly
• Team: Patient Ambassador Center (PAC) Operations
• Mission: This person supports the Patient Ambassador Center’s operations by ensuring accurate patient contact flow, developing essential reference materials, and translating quality observations into training content.
• Tech Stack: Contact Center as a Service (CCaaS) platform, company’s learning management system

What You’ll Actually Do
• Data Accuracy Support: Support the team in ensuring patient contacts are correctly tracked, categorized, and attributed to the right media sources within the Contact Center as a Service (CCaaS) platform.
• Configuration Management: Maintain and audit Point of Contact (POC) and Skill configurations to uphold data integrity within the CCaaS platform.
• Change Log Maintenance: Keep change logs current for all contact center configurations.
• Performance Analysis: Perform data analysis to identify discrepancies or trends in contact volume and routing.
• Documentation Development: Capture how the team operates through observation, shadowing, and conversations, then convert this information into written Standard Operating Procedures (SOPs), reference articles, and resource materials.
• Documentation Auditing: Audit existing documentation for accuracy and manage updates or archiving of outdated content.
• Quality Observation: Review call recordings and quality findings to identify patterns, skill gaps, and strong examples of team performance.
• Training Content Creation: Use insights from quality observations to help create and maintain training content, including course materials and assessments, within the company’s learning management system.
• Training Resource Development: Help build and maintain a library of real call examples for training purposes within the company’s learning management system.

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