Customer Service Representative - Remote

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem. The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides high-level customer service while managing inquiries and problems via telephone and email.

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 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

Requirements:

• High School Diploma
• Great communication skills
• Must be able to multi-task
• Must have medical records experience and knowledge of key elements of a valid ROI request
• 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
• Prior experience in a customer service related field preferred
• Understanding of HIPAA regulations preferred
• Bilingual in Spanish and English preferred