Note: The job is a remote job and is open to candidates in USA. Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem. The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides high-level customer service while managing inquiries and problems via telephone and email.
Responsibilities
- Identify, evaluate and prioritize caller needs, questions and concerns
- Formulate plans of resolution and respond appropriately and efficiently
- Maintain and restore customer satisfaction and partner with other teams as needed
- Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol
- Proactively educate caller on program benefits
- Meet or exceed established call center metrics, attendance standards and quality levels
- Use computer tools to accurately process and document information
- Develop rapport with callers and appropriately adjust communication style
- Provide accurate information about Sharecare programs and services
- Escalate issues internally and follow up on escalated issues
Skills
- High School Diploma
- Great communication skills
- Must be able to multi-task
- Must have medical records experience and knowledge of key elements of a valid ROI request
- General working knowledge of Microsoft Word & Outlook
- Computer keyboard proficiency and internet navigation skills required
- Have the ability to work effectively with others in a team environment
- Ability to thrive in a fast-growing always changing environment
- Prior experience in a customer service related field preferred
- Understanding of HIPAA regulations preferred
- Bilingual in Spanish and English preferred
Company Overview