Customer Service Representative - Remote

Sharecare; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

The Customer Service Representative (CSR) at Sharecare answers inbound calls from members and providers, records data, and delivers courteous, professional service. The role involves handling inquiries via phone and email and using a computerized system to track information and troubleshoot issues.

Candidates should have a High School Diploma and strong communication skills; bilingual Spanish/English is a plus.

Qualifications

• High School Diploma.
• Prior experience in a customer-service related field preferred.
• Excellent communication skills.
• Ability to multitask.
• Medical records experience and knowledge of ROI requests.
• General knowledge of Microsoft Word and Outlook.
• Computer keyboard proficiency and internet navigation skills.
• Team-oriented and able to thrive in a fast-changing environment.
• Bilingual in Spanish and English preferred.

Responsibilities

• Identify, evaluate and prioritize caller needs, questions and concerns.
• Formulate plans of resolution and respond appropriately.
• Maintain and restore customer satisfaction and partner with other teams as needed.
• Perform problem analysis, determine resolutions and communicate to callers.
• Proactively educate callers on program benefits.
• Meet or exceed call center metrics and quality levels.
• Use computer tools to process and document information.
• Develop rapport with callers and adjust communication style.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Skills

Communication skills

Multitasking

Teamwork

Adaptability

Bilingual: Spanish & English

Education

High School Diploma

Tools

Microsoft Word

Outlook

Internet navigation

Job description

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 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 preferredGeneral 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.