Customer Service Representative

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 and recommended resolutions in accordance with standard protocol
• Proactively educate callers on program benefits
• Meet or exceed established call center metrics and quality levels
• Use computer tools to accurately process and document information
• Develop rapport with callers and adjust communication style
• Provide accurate information about Sharecare programs and services
• Escalate issues internally and follow up on escalated issues

Requirements

• High School Diploma
• Prior experience in a customer service related field preferred
• Great communication skills
• Must be able to multi-task
• Must have medical records experience and knowledge of key elements of a valid ROI request
• Understanding of HIPAA regulations preferred
• General working knowledge of Microsoft Word & Outlook
• Computer keyboard proficiency and internet navigation skills required
• Ability to work effectively in a team environment
• Ability to thrive in a fast-growing environment
• Bilingual in Spanish and English preferred

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.