Customer Service Representative - Remote

Sharecare•Atlanta, GA

1d•Remote

About The Position

Sharecare is a digital healthcare company that provides software and tech-enabled services to various stakeholders in the healthcare ecosystem. Their goal is to enhance care quality, achieve better outcomes, and reduce costs through data-driven AI insights, evidence-based resources, and a comprehensive platform. This platform includes benefits navigation, care management, home care resources, and health information management, helping individuals manage their healthcare and improve their well-being. Sharecare supports health plan sponsors, health systems, physician practices, and pharmaceutical brands in delivering personalized and value-based care at scale. The Customer Service Representative (CSR) is responsible for answering inbound calls and emails from members and providers, accurately inputting data, and consistently delivering a high level of customer service with courtesy and professionalism. While calls are predominantly routine, the CSR may need to deviate from standard procedures, using a computerized system for tracking calls, gathering information, and troubleshooting. They will assess caller needs, explain programs, and may suggest alternative products or services.

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

Nice To Haves

Prior experience in a customer service related field preferred
Understanding of HIPAA regulations preferred

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.