Bilingual Customer Service Representative - Remote

About the role

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. The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service while extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via telephone and email, recording communications accurately and consistently.

Responsibilities

• 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 recommend resolutions to callers in accordance with standard protocol.
• Proactively educate callers 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.

Requirements

• High School Diploma.
• Prior experience in a customer service-related field preferred.
• Great communication skills.
• Ability to multi-task.
• 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.
• Ability to work effectively with others in a team environment.
• Ability to thrive in a fast-growing, always-changing environment.
• Must be bi-lingual (English/Spanish).