Customer Service Representative - Remote

Sharecare; Boston (MA); Remote; USD 25,000 - 36,000; Full time

Job summary

Sharecare is a digital health company delivering software and services to improve care quality and outcomes. The Customer Service Representative (CSR) handles inbound calls and emails, records information, and provides courteous, professional service. CSR uses systems to track interactions, assess needs, explain programs, and promote Sharecare services.

Ideal candidates have strong communication, multitasking ability, HIPAA awareness, and teamwork. Bilingual in Spanish and English is a plus.

Qualifications

• High School Diploma required.
• Prior experience in a customer service related field preferred.
• Excellent communication skills are essential.
• Ability to multitask across multiple screens and tasks.

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 collaborate with other teams as needed.
• Perform problem analysis, problem determination and recommended resolutions for callers.
• Proactively educate callers on program benefits.
• Meet or exceed call center metrics, attendance standards and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and adjust communication style accordingly.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Skills

Communication skills

Multi-tasking

Team player

Bilingual (Spanish/English)

HIPAA knowledge

MS Word & Outlook

Keyboard & Internet

Education

High School Diploma

Tools

Microsoft Word

Outlook

Keyboard skills

Internet navigation

Job description

Remote

Full time

R-102083

Job Description:

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform - including benefits navigation, care management, home care resources, health information management, and more, Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com .

Job Summary:

The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly "routine", but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services.

Essential Job Functions:

• Identify, evaluate and prioritize callerneeds, questions and concerns.

• Formulate plans of resolution and respondappropriately and efficiently.

• Maintain and restore customer satisfaction and partner with other teams as needed.

• Perform problem analysis, problem determination and recommended resolutions to thecallers 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 aboutSharecare programs and services.

• Escalate issues internally and follow up on escalated issues.

Qualifications:

• High School Diploma

• Prior experience in a customerservice relatedfield preferred

• Great communication skills

• Must be able to multi-task

• Must have medical records experience and knowledge of key elements of a valid ROI request

• Understanding of HIPAA regulations preferred

• General working knowledge of Microsoft Word &Outlook

• Computer keyboard proficiencyand internet navigation skillsrequired

• Have the ability towork effectively with others in a teamenvironment

• Ability to thrive in a fast-growing always changingenvironment

• Bilingual in Spanish and English preferred

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Everyone lives better, longer. That's the vision. We're making strides every day by bringing together the many different elements of health for you, your family, and your community. It's not easy connecting doctors, health plans, employers, useful tools, quality information, and more to deliver what you need when you need it. But that's what makes Sharecare special. We're putting the power of living your healthiest life in your hands.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.