Bilingual Customer Service Representative

Responsibilities

• Answer inbound calls from members and providers via telephone and email
• Identify, evaluate, and prioritize caller needs, questions, and concerns
• Formulate plans of resolution and respond efficiently to inquiries
• Maintain customer satisfaction and partner with other teams as needed
• Perform problem analysis and recommend resolutions according to protocol
• Proactively educate callers on program benefits
• Meet or exceed established call center metrics, attendance standards, and quality levels
• Use computer tools to accurately process and document information
• Escalate issues internally and follow up on resolutions

Requirements

• High School Diploma
• Bilingual fluency in English and Spanish
• Medical records experience and knowledge of valid ROI requests
• Proficiency in Microsoft Word and Outlook
• Computer keyboard proficiency and internet navigation skills
• Ability to multi-task in a fast-growing environment

Preferred Qualifications

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

About the Company

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.