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, problem determination and recommended resolutions to the callers in accordance with standard protocol.
Proactively educate caller on program benefits.
Meet or exceed established call center metrics, attendance standards and quality levels.
Use computer tools to accurately process and document information.
Develop rapport with callers and appropriately adjust communication style.
Provide accurate information about Sharecare programs and services.
Escalate issues internally and follow up on escalated issues.

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
Have the ability to work effectively with others in a team environment
Ability to thrive in a fast-growing always changing environment

Customer Service Representative

Key skills