This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls from members and providers.

• Enter data and deliver exceptional customer service with professionalism and courtesy.

• Address customer service inquiries and issues via phone and email.

• Accurately document communications in a consistent manner.

• Utilize computerized systems for call tracking, information gathering, and troubleshooting.

• Assess customer needs, clarify program details, and recommend or promote alternative products or services.

• Identify, evaluate, and prioritize the needs, questions, and concerns of callers.

• Develop resolution plans and respond efficiently and appropriately.

• Maintain and enhance customer satisfaction, collaborating with other teams.

• Conduct problem analysis and propose recommended solutions following standard protocols.

• Educate callers about program benefits.

• Achieve or surpass call center metrics, attendance requirements, and quality standards.

• Process and document data using computer tools.

• Build rapport with callers and adapt communication style as needed.

• Provide accurate information regarding Sharecare programs and services.

• Escalate internal issues and ensure follow-up on escalated matters.

⛳️ Requirements

• High School Diploma.

• Previous experience in a customer service-related role is preferred.

• Excellent communication skills.

• Ability to manage multiple tasks simultaneously.

• Experience with medical records and knowledge of key elements of a valid ROI request.

• Familiarity with HIPAA regulations is preferred.

• Basic working knowledge of Microsoft Word and Outlook.

• Proficiency in computer keyboarding and internet navigation skills is required.

• Capability to work effectively in a team-oriented environment.

• Ability to succeed in a fast-paced, ever-evolving environment.

• Bilingual in Spanish and English is preferred.

🏝️ Benefits

• Equal Opportunity Employer.

• E-Verify user.