Customer Service Representative

✨ What you’ll be working on

Sharecare is hiring a Customer Service Representative to help members and providers with questions over the phone and email.

Most of the work involves answering inbound calls, understanding what the caller needs, and giving clear information about Sharecare’s programs and services. You’ll also document conversations and use computer systems to track calls and customer information.

Many questions may follow a standard process, but not every call will be the same. Sometimes you’ll need to look a little deeper, adjust how you communicate, or involve another team to get the issue resolved.

What you’ll be doing

• Answer inbound customer service calls and email inquiries.
• Listen to callers, understand their questions, and prioritize what needs attention.
• Find practical solutions and respond clearly and professionally.
• Help restore customer satisfaction when something hasn’t gone as expected.
• Explain Sharecare programs, services, and available benefits.
• Investigate problems and recommend solutions based on established processes.
• Accurately document calls, customer information, and actions taken.
• Use computer systems and support tools to process information.
• Adjust your communication style based on the caller and situation.
• Escalate issues to internal teams when needed and follow up on them.
• Work toward call center quality, attendance, and performance goals.

You may be a good fit if you have

• A high school diploma.
• Medical records experience and knowledge of the key parts of a valid ROI request.
• Good written and verbal communication skills.
• The ability to handle multiple tasks without losing track of details.
• Basic working knowledge of Microsoft Word and Outlook.
• Good keyboard and computer skills.
• Confidence navigating the internet and computer-based systems.
• The ability to work well with others in a team.
• Comfort working in a fast-moving environment where things may change.

Previous customer service experience is preferred.

Knowledge of HIPAA regulations is also preferred.

Being bilingual in Spanish and English would be a plus.

A little about Sharecare

Sharecare is a digital healthcare company that provides technology and services across the healthcare industry.

Its platform supports areas including care management, benefits navigation, home care resources, and health information management.

For this role, you’ll be helping members and providers get accurate information and support through phone and email.