Sr. Customer Service Representative - Remote

Sharecare; Boston (MA); Remote; USD 42,000 - 64,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations team member to handle escalated member concerns, provide Help Desk support, and respond to inquiries via phone, chat, email, or fax.

Under supervision of the Customer Service Manager, you will research and resolve issues, keep members updated on progress, identify training opportunities, and assist with outbound campaigns. Flexibility in hours is required for this role.

Qualifications

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

Responsibilities

• Handle escalated member concerns while providing Help Desk support.
• Research and resolve member inquiries via phone, chat, email, or fax.
• Support the customer service team through the Help Desk.
• Assist CSR’s with escalated or technical questions.
• Keep members updated on steps to resolve issues.
• Identify training opportunities with the Customer Service Manager.
• Identify escalation trends and assist root-cause analysis.
• Support contract performance by answering inbound calls and outbound campaigns.
• Work flexible hours and shifts.

Skills

Customer service

Analytic skills

Technical acumen

Communication skills

Team collaboration

Education

GED or High School diploma with medical knowledge

College coursework desirable

Tools

Word processing

Spreadsheet

Database management

Job description

Remote

Full time

R-102066

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 .

Essential Job Functions:

Under the supervision of the Customer Service Manager, theCustomer Service - Escalations team member’s primary responsibilities include:

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.

• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.

• Provide support for the customer service team through the manning and operation of the Help Desk.

• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.

• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.

• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.

• Identifying trends in escalations and preparing data used to identify root cause analysis.

• Supporting contract performance guarantees by performing other duties as deemednecessary;answering inbound calls, assisting with outbound campaigns.

• Ability to work flexible hours and shifts.

Qualifications:

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.

• Minimum of 2 years previous call center or customer service experience

Specific Skills/ Attributes:

• Ability to work effectively with all levels of management and othercolleagues;demonstrating leadership, initiative, and a customer service orientation.

• Possessing analytic skills and a technical acumen; computer competencies shouldinclude:word processing, spreadsheet, and database management.

• Ability to work independently but also thrive in a team environment built on information sharing.

• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.

• Displaying sound judgment and critical thinking skills.

• Excellent verbal and written communication skills.

• Detail oriented and well organized.

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.

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.