客户服务代表 - 远程
Customer Service Representative - Remote
职位描述：
Sharecare 是一家数字医疗保健公司，为医疗保健生态系统中的利益相关者提供软件和技术支持的服务，以帮助提高护理质量、实现更好的结果并降低成本。通过其数据驱动的人工智能洞察、循证资源和全面的平台——包括福利导航、护理管理、居家护理资源、健康信息管理等——Sharecare 帮助人们轻松高效地管理自己的医疗保健并改善健康状况。在三大业务渠道中，Sharecare 使健康计划赞助商、医疗系统和医生诊所以及领先的制药品牌能够大规模推动个性化和基于价值的护理。了解更多，请访问 。
职位概述：
客户服务员（CSR）负责接听会员和供应商的来电，输入数据，并始终提供高水平的客户服务，体现出礼貌和专业。CSR 通过电话和电子邮件处理客户的服务请求和问题，同时准确且一致地记录沟通内容。电话主要为“常规”类型，但可能需要偏离标准屏幕、脚本和流程。CSR 使用计算机系统来跟踪电话、收集信息和/或解决问题，并可能评估需求、解释项目并建议/推广替代产品或服务。
核心工作职责：
- 识别、评估并优先处理来电者的需求、问题和关注点。
- 制定解决方案计划并适当且高效地回应。
- 维护和恢复客户满意度，并在需要时与其他团队合作。
- 根据标准协议进行问题分析、问题判定并为来电者推荐解决方案。
- 主动向来电者介绍项目优势。
- 达到或超越既定的客服中心指标、出勤标准和质量水平。
- 使用计算机工具准确处理和记录信息。
- 与来电者建立关系并适当调整沟通风格。
- 提供关于 Sharecare 项目和服务的准确信息。
- 内部升级问题并跟进已升级的问题。
任职要求：
- 高中文凭
- 有客户服务相关领域经验者优先
- 优秀的沟通能力
- 能够多任务处理
- 需具备医疗记录经验并了解关键要素
查看英文原文
Job Description:
Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit .
Job Summary:
The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly “routine”, but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services.
Essential Job Functions:
- 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.
Qualifications:
- 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
- Bilingual in Spanish and English preferred
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
Originally posted on Himalayas