Customer Service Representative - Remote

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:

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 the 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/promote alternative products or services. 

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, problem determination and recommended resolutions to the callers in accordance with standard protocol. 
• Proactively educate caller 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 & 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
• Bilingual in Spanish and English preferred
• Candidates must be open to any 8-hour shift between the hours of 8am – 8pm EST. Shift will be assigned after training and may change based on operational and business needs

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.