Note: The job is a remote job and is open to candidates in USA. Sharecare is a digital healthcare company that delivers software and technology-enabled services across the healthcare ecosystem. The Customer Service Representative answers inbound calls and emails from members and providers, resolves inquiries, documents communications, provides information about programs and services, and escalates issues when needed.
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
Benefits
- Remote work arrangement
Company Overview