PAC Operations Intern

This position is based on-site in the Greater Seattle Area.

The PAC Operations Intern works across three core areas of the Patient Ambassador Center: supporting the logic and technology of how patient contacts flow, building and maintaining reference materials and documentation used by the team, and helping translate quality observations into training content. This is a hands-on role well suited for someone who is organized, curious, creative, and interested in how a high-volume, patient-facing team works; including the technology, data, and strategy that power the 24/7 operation.

A career at Sono Bello means being part of a dynamic, high-energy work environment where every team member can make a difference. We love what we do, and it shows. As the national leader in providing cutting-edge, personalized body transformations, we believe everyone deserves their best body today and the opportunity to pursue their best life now. With over 100 locations, Sono Bello is the largest and fastest-growing cosmetic surgery practice in the nation.

ESSENTIAL DUTIES AND RESPONSIBILTIES:

Data Accuracy & Reporting Integrity: Support the team in ensuring that patient contacts are correctly tracked, categorized, and attributed to the right media sources within our Contact Center as a Service (CCaaS) platform. This includes maintaining and auditing Point of Contact (POC) and Skill configurations, keeping change logs current, and performing data analysis to surface discrepancies or trends in contact volume and routing.

Documentation & Knowledge Base Development: Capture how the team operates, through observation, shadowing, and conversations, and convert that into written SOPs, reference articles, and resource materials. Audit existing documentation for accuracy and update or archive anything outdated.

Quality & Learning Support: Review call recordings and quality findings to identify patterns, skill gaps, and strong examples. Use those insights to help create and maintain training content — including course materials, assessments, and a library of real call examples — within the company’s learning management system.

REQUIRED SKILLS AND ABILITIES:

Data Accuracy & Reporting Integrity: Support the team in ensuring that patient contacts are correctly tracked, categorized, and attributed to the right media sources within our Contact Center as a Service (CCaaS) platform. This includes maintaining and auditing Point of Contact (POC) and Skill configurations, keeping change logs current, and performing data analysis to surface discrepancies or trends in contact volume and routing.

Documentation & Knowledge Base Development: Capture how the team operates, through observation, shadowing, and conversations, and convert that into written SOPs, reference articles, and resource materials. Audit existing documentation for accuracy and update or archive anything outdated.

Quality & Learning Support: Review call recordings and quality findings to identify patterns, skill gaps, and strong examples. Use those insights to help create and maintain training content — including course materials, assessments, and a library of real call examples — within the company’s learning management system.

EDUCATION AND EXPERIENCE REQUIRED:

Currently enrolled in an accredited college or university program. Business, Communications, Marketing, Operations, Healthcare Administration, Information Systems, or a related field preferred. No prior professional experience required. Strong written communication skills and attention to detail are essential. Must be comfortable working independently on defined tasks and engaging with team members across departments to gather information

WORK ENVIRONMENT:
Work onsite at the Corporate Office in Bellevue, WA for a minimum of 3 days a week. May work in remote office locations on Wednesdays and Fridays.

 COMPENSATION:

This is a non-exempt position with an hourly range of $20.00 hour, depending on experience.