Team Lead Care Advisor – Remote

Sharecare; Denver (CO); Remote; USD 65,000 - 90,000; Full time

Job summary

Sharecare is seeking a Team Lead for the Care Advisor Team to guide CareLinx’s Payer Operations, mentoring peers and providing metrics-driven guidance to members and families through caregiver search, hire and retention.

This remote, full-time role requires strong leadership, exceptional communication, and the ability to thrive in a fast-paced, technology-enabled environment while supporting a distributed team.

Qualifications

• Experience in a call center or customer service environment (1+ year)
• Experience with Microsoft Office/Google Suite
• Healthcare experience preferred
• Ability to work remotely and autonomously

Responsibilities

• Daily use of reporting and analytics to drive team SLA goals
• Act as peer coach and quality champion including call audits and remedial training
• Perform monthly member surveys
• Assist with investigation and resolution of member, caregiver and health plan escalations
• Deescalate unhappy members and provide a positive experience
• Identify, track and articulate trends affecting member experience
• Present process improvement suggestions in a strategic manner
• Contribute to a positive team culture through weekly meetings and cross-team collaboration
• Additional duties may be assigned as needed

Skills

Prioritization

Self-motivation

Multitasking

Remote work

Communication

Attention to detail

Discretion

Leadership

Problem solving

Go the extra mile

Education

High school diploma or equivalent

Some college coursework preferred

Job description

Remote

Full time

R-102100

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:

CareLinx is looking for a Team Lead for the Care Advisor Team to assist with CareLinx’s Payer Operations line of business. CareLinx is a healthcare technology platform that connects families with non-medical, in-home caregivers, and the Care Advisor team is focused on providing support and guidance to members and families throughout the caregiver search, hire and retention process. This is a team of dedicated experts who guide members through the in-home care experience. As a Team Lead on the Care Advisor team you will be expected to be knowledgeable about the primary duties of the advisor position in order to provide metrics driven guidance and expert level support.

As a Team Lead, you are the expert for your team about all things CareLinx-related. You will be a role model and high level resource for your team. You must be a team player, be willing to learn and be interested in leadership development. You need to thrive in a fast-paced, technology-forward environment, hold yourself to high professional standards, and be comfortable working from home. If you think there’s alignment with the description above, CareLinx may be the place for you.

Essential Job Functions:

• Daily use of reporting and analytics to drive team SLA goals

• Act in the capacity of peer coach and quality champion which includes assisting with call audits as well as remedial training and reverse shadowing

• Perform monthly member surveys

• Assist with the investigation and resolution of member, caregiver and health plan escalations

• Ability to deescalate unhappy members and provide a positive experience

• Ability to identify, track and articulate trends that affect the member experience

• Present process improvement suggestions in a strategic manner

• Contribute to a positive team culture through contributions to weekly team meetings, as an on-demand resource to teammates via multiple communication channels and as coverage when needed

• Work collaboratively and professionally with other team members and teams within CareLinx

• Additional job duties may be assigned on an as-needed basis

Specific Skills/ Attributes:

• Exemplary prioritization and time management skills

• Self-motivated; can problem solve independently

• Superior organization and multitasking capabilities

• Comfortable working autonomously and remotely

• Professional, confident, outgoing demeanor

• Excellent verbal and written communication skills

• Exceptional attention to detail

• Ability to maintain strict confidentiality, and exercise good judgment

• Possess leadership skills to help lead the team and provide valuable input

• Willingness to go the “extra mile”

Qualifications:

• Experience working with Microsoft Office/Google Suite

• High school diploma or equivalent, required

• Some college-level coursework, preferred

• At least one year of experience in a call center environment or a minimum of 2 years’ experience in a customer service environment

• Internal candidates must have at least 6 months as a successful Care Advisor

• Previous healthcare experience, preferred

• Prolonged periods of sitting at a desk and working on a computer

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.