Senior Remote Escalations Specialist - Customer Care

Sharecare; Richmond (VA); Remote; USD 42,000 - 58,000; Full time

Job summary

Sharecare is a digital healthcare company delivering software and tech-enabled services across the healthcare ecosystem to improve care quality and outcomes. The role focuses on handling escalated member concerns, providing Help Desk support, and guiding the Customer Service team through complex inquiries.

Ideal candidates will have a GED or HS diploma with medical knowledge, at least 2 years of call center experience, and strong communication and analytical skills to drive timely resolutions

Qualifications

• GED or High School diploma; college coursework is a plus.
• Minimum of 2 years in a call center or customer service role.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Research, respond to, and resolve member inquiries via phone, chat, email, or fax within required timeframes.
• Support the customer service team through Help Desk operations and resources for CSRs.
• Serve as a resource to CSRs for escalated or technical issues.
• Keep members updated on research and resolution steps.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first-call resolution.
• Identify trends in escalations for root cause analysis.
• Support contract performance guarantees; handle inbound calls and assist with outbound campaigns.
• Work flexible hours and shifts.

Skills

Leadership

Analytical skills

Technical acumen

Communication

Team player

Education

GED or HS diploma

Job description

Sharecare is a digital healthcare company delivering software and tech-enabled services across the healthcare ecosystem to improve care quality and outcomes. The role focuses on handling escalated member concerns, providing Help Desk support, and guiding the Customer Service team through complex inquiries.

Ideal candidates will have a GED or HS diploma with medical knowledge, at least 2 years of call center experience, and strong communication and analytical skills to drive timely resolutions