On-Site Customer Service Representative - Fullerton, CA

Sharecare; Fullerton (CA); On-site; USD 27,276 - 38,848; Full time

Job summary

Sharecare is seeking a Customer Service Representative to handle inbound calls from members and providers at our Fullerton, CA facility. You will input data, provide courteous assistance, and maintain accurate records with a focus on privacy and quality service.

The role requires strong communication, multitasking, and ability to work onsite in a fast-paced healthcare environment. Prior medical records knowledge and ROI familiarity are a plus.

Qualifications

• High School Diploma required.
• Prior experience in a customer-service related field preferred.
• Strong verbal and written communication skills.
• Ability to multi-task in a fast-paced environment.
• Knowledge of medical records and ROI processes helpful.
• Understanding of HIPAA regulations preferred.
• Basic computer skills: Word/Outlook and internet navigation.
• Team player with a collaborative mindset.
• Comfortable working onsite in Fullerton, CA.

Responsibilities

• Identify caller needs and prioritize questions or concerns.
• Formulate resolution plans and respond efficiently.
• Maintain customer satisfaction and coordinate with other teams.
• Analyze problems and determine recommended resolutions.
• Educate callers on program benefits.
• Meet or exceed call center metrics and attendance standards.
• Accurately process and document information using computer systems.
• Build rapport and adapt communication style as needed.
• Provide accurate information about Sharecare programs and services.
• Escalate issues and follow up as required.

Skills

Customer service experience

Strong communication skills

Multi-tasking

Medical records experience

HIPAA awareness

Teamwork

Adaptability

Typing/keyboard proficiency

Word and Outlook navigation

Education

High School Diploma

Tools

Microsoft Word

Outlook

Internet navigation

Job description

Company Overview

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, physician practices, and leading pharmaceutical brands to drive personalized and value‑based care at scale.

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 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 or promote alternative products or services.

Location: Onsite in Fullerton, CA.

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 and determine recommended resolutions to callers in accordance with standard protocol.
• Proactively educate callers 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 and 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.
• Local to Fullerton, CA.

Compensation

$24.00/hour

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.