Customer Service Representative - Remote
About the Company
Sharecare is a leading digital healthcare company dedicated to transforming the way individuals and healthcare providers manage health and well-being. By leveraging innovative technology, data-driven AI insights, and evidence-based resources, Sharecare offers a comprehensive platform that enhances care quality, improves health outcomes, and reduces healthcare costs. The company's solutions encompass benefits navigation, care management, home care resources, health information management, and more, enabling stakeholders across the healthcare ecosystem to deliver personalized and value-based care at scale. Sharecare collaborates with health plan sponsors, health systems, physician practices, and pharmaceutical brands to facilitate seamless and efficient healthcare experiences. With a commitment to innovation and excellence, Sharecare continues to expand its impact on healthcare delivery globally.
About the Role
We are seeking a dedicated and professional Customer Service Representative (CSR) to join our dynamic team. In this role, you will be the first point of contact for members and providers seeking assistance with their healthcare inquiries. Your primary responsibility will be to deliver exceptional customer service by answering inbound calls, addressing questions, resolving issues, and providing accurate information about Sharecare's programs and services. You will utilize computerized systems to record interactions, troubleshoot concerns, and ensure customer satisfaction. The ideal candidate will demonstrate excellent communication skills, empathy, and the ability to handle multiple tasks efficiently in a fast-paced environment. This role offers an opportunity to contribute to improving healthcare experiences and outcomes while working within a supportive team environment.
Responsibilities
- Answer inbound calls from members and providers, providing courteous and professional assistance
- Identify, evaluate, and prioritize caller needs, questions, and concerns
- Formulate and implement plans of resolution to address inquiries and issues efficiently
- Maintain high levels of customer satisfaction by delivering accurate information and timely solutions
- Record communications accurately and consistently using computerized tracking systems
- Proactively educate callers about program benefits and available services
- Escalate complex issues internally and follow up to ensure resolution
- Perform problem analysis and determine appropriate resolutions based on standard protocols
- Meet or exceed call center performance metrics, attendance standards, and quality benchmarks
- Build rapport with callers and adjust communication style as needed for effective engagement
- Assist in troubleshooting and resolving technical or service-related issues
- Collaborate with other teams to ensure seamless service delivery and issue resolution
Qualifications
- High School Diploma or equivalent
- Prior experience in a customer service role preferred
- Excellent communication skills, both verbal and written
- Ability to multi-task effectively
- Knowledge of medical records management and key elements of ROI requests
- Understanding of HIPAA regulations (preferred)
- Proficiency in Microsoft Word and Outlook
- Strong computer keyboard skills and internet navigation proficiency
- Ability to work effectively in a team environment
- Adaptability to a fast-growing, ever-changing environment
- Bilingual in Spanish and English (preferred)
Benefits
- Competitive salary package
- Health, dental, and vision insurance plans
- Paid time off and holidays
- Opportunities for professional growth and development
- Supportive team environment
- Flexible work arrangements (if applicable)
- Access to health and wellness resources