Bilingual Customer Service Representative - Hybrid/Remote
About The Position
Sharecare is a digital healthcare company that provides software and technology-enabled services to stakeholders across the healthcare ecosystem. Its offerings include benefits navigation, care management, home care resources, and health information management. The Customer Service Representative answers inbound calls from members and providers, enters data, and provides courteous, professional customer service. The representative handles customer service inquiries and problems by telephone and email, accurately and consistently documenting communications. Calls are primarily routine but may require departing from standard screens, scripts, and procedures. The role uses computerized systems to track calls, gather information, and troubleshoot; it may also involve assessing needs, explaining programs, and suggesting or promoting alternative products or services. This is a hybrid/remote position in Miami, Florida. The frequency of on-site visits depends on client needs and may vary from week to week. Candidates must be bilingual in English and Spanish.
Requirements
- High school diploma.
- Bilingual in English and Spanish.
- Strong communication skills.
- Ability to multitask.
- Medical records experience and knowledge of key elements of a valid ROI request.
- General working knowledge of Microsoft Word and 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, constantly changing environment.
Nice To Haves
- Prior experience in a customer service-related field.
- Understanding of HIPAA regulations.
Responsibilities
- Identify, evaluate, and prioritize callers’ needs, questions, and concerns.
- Develop resolution plans and respond appropriately and efficiently.
- Maintain or restore customer satisfaction and work with other teams as needed.
- Analyze and determine problems and recommend resolutions in accordance with standard protocols.
- Proactively educate callers about program benefits.
- Meet or exceed established call center metrics, attendance standards, and quality levels.
- Use computer tools to process and document information accurately.
- Build rapport with callers and adjust communication style appropriately.
- Provide accurate information about Sharecare programs and services.
- Escalate issues internally and follow up on escalated issues.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
