On-Site Customer Service Rep - Opelika, AL

Sharecare Operating Company, Inc.; Opelika (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Sharecare is seeking a Customer Service Representative to handle inbound calls from members and providers in a medical facility in Opelika, AL. You will enter data, document communications, and deliver courteous, professional service while navigating standard scripts and procedures.

Responsibilities include assessing caller needs, educating on program benefits, meeting call center metrics, and collaborating with teams.

Qualifications

• High School Diploma required.
• Prior experience in a customer service related field preferred.
• Excellent communication skills and ability to multi-task.
• Knowledge of medical records and ROI concepts preferred.
• Understanding of HIPAA preferred.
• Familiarity with Word & Outlook and general computer skills.

Responsibilities

• Answer inbound calls from members and providers.
• Input data and document communications accurately.
• Provide high level of customer service with courtesy and professionalism.
• Educate callers on program benefits as needed.
• Escalate issues internally and follow up.

Skills

Great communication skills

Must multi-task

Teamwork

Fast-moving environment adaptation

Medical records experience

ROI knowledge

HIPAA knowledge (preferred)

Computer literacy

Education

High School Diploma

Tools

Microsoft Word

Outlook

Keyboard proficiency

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. This role is on-site in a medical facility in Opelika, AL.

Essential Job Functions

• 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.

Qualifications

• High School Diploma
• Prior experience in a customer service related field 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 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

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.