Job Description:
Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.
Job Summary:
The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly “routine”, but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services.
** This role in on-site in a medical facility in Mission Viejo, CA!
Essential Job Functions:
- 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, problem determination and recommended resolutions to the callers in accordance with standard protocol.
- Proactively educate caller on program benefits.
- Meet or exceed established call center metrics, attendance standards and quality levels.
- Use computer tools to accurately process and document information.
- Develop rapport with callers and appropriately adjust communication style.
- Provide accurate information about Sharecare programs and services.
- Escalate issues internally and follow up on escalated issues.
Qualifications:
- 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
- Have the ability to work effectively with others in a team environment
- Ability to thrive in a fast-growing always changing environment
- Local to Mission Viejo, CA!
Compensation:
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.