Lead Customer Service Representative - Somerville, MA (Hybrid/Remote)

Sharecare • Somerville, MA

19d • Hybrid

About The Position

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com . This position begins as a fully on-site role at a medical facility in Somerville, MA and will transition to a hybrid work schedule. Candidates must be comfortable with both on-site and hybrid work arrangements.

Requirements

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
• Minimum of 2 years previous call center or customer service experience
• Local to Somerville, MA!
• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.
• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.
• Ability to work independently but also thrive in a team environment built on information sharing.
• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.
• Displaying sound judgment and critical thinking skills.
• Excellent verbal and written communication skills.
• Detail oriented and well organized.

Nice To Haves

• College course work is desirable.

Responsibilities

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe , to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED