On-Site Customer Service Representative - Savanna, GA

Sharecare•Savannah, GA

3d•Onsite

About The Position

The Customer Service Representative (CSR) answers inbound calls from members and providers, enters data, and provides courteous, professional customer service. The CSR responds to customer service inquiries and problems by telephone and email, accurately and consistently documenting communications. Calls are generally 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 an on-site role at a medical facility in Savannah, Georgia.

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.
Local to Savannah, Georgia.

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 and restore customer satisfaction, partnering 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 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.