Sharecare is a digital health company focused on making healthcare resources more accessible and supporting better well-being outcomes. Its platform brings together personalized health navigation, healthy-habit tracking, evidence-based guidance, and digital therapeutics for areas such as asthma and women’s health. Sharecare also uses AI to help people manage health information and works with CareLinx to coordinate in-home caregiving with clinical teams. Alongside its healthcare services, the company partners with organizations on community health initiatives, including efforts to measure and strengthen community well-being.
Remote Customer Service Representative
Handle member and provider inquiries remotely for Sharecare’s digital healthcare platform. Process records, resolve service issues, and explain healthcare programs and benefits.
Description
- Respond to incoming calls from members and providers.
- Enter data and deliver courteous, professional customer service.
- Address customer questions and concerns by phone and email.
- Document communications accurately and consistently.
- Use computer systems to track calls, gather information, and troubleshoot issues.
- Understand caller needs, explain programs, and recommend relevant products or services.
- Identify and prioritize callers’ needs, questions, and concerns.
- Develop resolution plans and respond promptly and effectively.
- Support customer satisfaction and coordinate with other teams when needed.
- Analyze problems and recommend solutions in line with standard procedures.
- Explain program benefits to callers.
- Meet or exceed call center performance, attendance, and quality standards.
- Process and document information accurately using computer tools.
- Build rapport with callers and adapt communication to their needs.
- Provide accurate details about Sharecare programs and services.
- Refer issues to internal teams and follow up on escalations.
Requirements
- High school diploma.
- Previous experience in a customer service role is preferred.
- Strong communication skills.
- Ability to manage multiple tasks.
- Medical records experience and knowledge of the key elements of a valid release of information request.
- Understanding of HIPAA regulations is preferred.
- General working knowledge of Microsoft Word and Outlook.
- Computer keyboard proficiency and internet navigation skills.
- Ability to work effectively as part of a team.
- Ability to adapt in a fast-growing, changing environment.
- Spanish and English bilingual skills are preferred.