Customer Service Representative - Remote

Sharecare•Atlanta, GA

4d•Remote

About The Position

Sharecare is a digital healthcare company providing software and technology-enabled services across the healthcare ecosystem. The Customer Service Representative answers inbound calls from members and providers, enters data, and provides courteous, professional service. The role handles customer service inquiries and problems by telephone and email, accurately and consistently recording communications. Calls are predominantly routine but may require adapting standard screens, scripts, and procedures. Representatives use computerized systems to track calls, gather information, troubleshoot, assess needs, explain programs, and suggest or promote alternative products or services. Candidates must be open to any eight-hour shift between 8 a.m. and 8 p.m. Eastern Time. The shift is assigned after training and may change according to operational and business needs. Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users.

Requirements

High school diploma.
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.
Availability for any eight-hour shift between 8 a.m. and 8 p.m. Eastern Time; the assigned shift may change based on operational and business needs.

Nice To Haves

Prior experience in a customer service-related field.
Understanding of HIPAA regulations.
Bilingual in Spanish and English.

Responsibilities

Identify, evaluate, and prioritize callers’ needs, questions, and concerns.
Formulate resolution plans and respond appropriately and efficiently.
Maintain and restore customer satisfaction, partnering with other teams as needed.
Analyze and determine problems and recommend resolutions in accordance with standard protocol.
Proactively educate callers about program benefits.
Meet or exceed established call center metrics, attendance standards, and quality levels.
Use computer tools to accurately process and document information.
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.