Customer Service Representative

. Answer inbound calls from members and providers .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Key responsibilities & impact

Answer inbound calls from members and providers
Input data and provide a high level of customer service with courtesy and professionalism
Handle inbound customer service inquiries and problems via telephone and email
Record communications accurately and consistently
Use computerized systems for call tracking, information gathering, and troubleshooting
Assess needs, explain programs, and suggest or promote alternative products or services
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 and determination and recommend resolutions according to standard protocol
Proactively educate callers on program benefits
Meet or exceed call center metrics, attendance standards, and quality levels
Use computer tools to process and document information accurately
Develop rapport with callers and adjust communication style appropriately
Provide accurate information about Sharecare programs and services
Escalate issues internally and follow up on escalated issues

What you’ll need

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
Ability to work effectively with others in a team environment
Ability to thrive in a fast-growing always changing environment
Bilingual in Spanish and English preferred