Remote Escalations Specialist - Customer Care & Help Desk

Sharecare; Lansing (MI); Remote; USD 38,000 - 56,000; Full time

Job summary

Sharecare is a digital healthcare company delivering software and services to improve care quality and outcomes. We seek a Customer Service - Escalations specialist to handle elevated member concerns remotely and support the Help Desk.

You will research inquiries via phone, chat, email or fax, provide timely resolutions, and keep members updated on research progress and steps taken. The role emphasizes training collaboration, data trends, and flexible hours.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, secretarial and/or computer courses.
• College coursework is desirable.
• Minimum of 2 years call center or customer service experience.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Research, respond, and resolve member inquiries via phone, chat, email, or fax within the required timeframe.
• Provide support for the customer service team through the Help Desk operations.
• Assist CSR team with questions related to escalated or technical issues.
• Keep members updated on steps to resolve unsettled concerns and be a reliable point of contact.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first call resolution.
• Identify trends in escalations to support root cause analysis.
• Support contract performance by handling inbound calls and outbound campaigns.
• Possess flexibility to work varying hours and shifts.

Skills

Analytic skills

Technical acumen

Word processing

Spreadsheets

Database management

Team collaboration

Verbal and written communication

Education

GED or High School diploma with medical/secretarial/computer courses

College coursework desirable

Job description

Sharecare is a digital healthcare company delivering software and services to improve care quality and outcomes. We seek a Customer Service - Escalations specialist to handle elevated member concerns remotely and support the Help Desk.

You will research inquiries via phone, chat, email or fax, provide timely resolutions, and keep members updated on research progress and steps taken. The role emphasizes training collaboration, data trends, and flexible hours.