Customer Service Representative

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 a high standard of customer service with professionalism and courtesy.

• Address customer service inquiries and issues through telephone and email communication.

• Accurately and consistently document communications.

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

• Evaluate needs, explain programs, and recommend or promote alternative products or services.

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

• Develop resolution plans and respond efficiently and appropriately.

• Maintain and restore customer satisfaction while collaborating with other teams as necessary.

• Conduct problem analysis and determine appropriate resolutions based on standard protocols.

• Educate callers about program benefits.

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

• Accurately process and document information using computer tools.

• Build rapport with callers and adapt communication styles accordingly.

• Provide precise information regarding Sharecare programs and services.

• Escalate issues internally 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.

• Must possess medical records experience and knowledge of essential elements of a valid ROI request.

• Familiarity with HIPAA regulations is preferred.

• Basic working knowledge of Microsoft Word & Outlook.

• Proficiency in computer keyboard use and internet navigation skills is required.

• Capability to work collaboratively in a team setting.

• Ability to succeed in a rapidly evolving and dynamic environment.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Comprehensive health insurance options.

• Competitive salary with performance-based incentives.

• Opportunities for professional development and growth.

• Flexible work schedule to promote work-life balance.

• Supportive and inclusive work culture.