On-Site Customer Service Representative - Savanna, GA

Sharecare•Savannah, GA

2d•Onsite

About The Position

Sharecare is a digital healthcare company offering software and technology-enabled services intended to improve care quality and outcomes and reduce costs. Its platform includes benefits navigation, care management, home care resources, and health information management. The Customer Service Representative answers inbound calls from members and providers and handles customer service inquiries and issues by telephone and email. The role involves entering data, accurately documenting communications, using computerized tools to track calls and gather information or troubleshoot, and delivering courteous, professional service. Calls are generally routine but may require adapting beyond standard screens, scripts, and procedures. The representative may assess needs, explain programs, and suggest or promote alternative products or services. This position is on-site at a medical facility in Savannah, Georgia. Applicants must be local to Savannah.

Requirements

High school diploma.
Medical records experience and knowledge of key elements of a valid ROI request.
Strong communication skills.
Ability to multitask.
Microsoft Word and Outlook working knowledge.
Computer keyboard proficiency and internet navigation skills.
Ability to work effectively with others in a team environment.
Ability to thrive in a fast-growing, changing environment.
Must be 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 or restore customer satisfaction and partner 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.
Answer inbound calls from members and providers and handle inquiries and problems by telephone and email.