Lead Customer Service Representative - Somerville, MA (Hybrid/Remote)

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 www.sharecare.com.

• This position begins as a fully on-site role at a medical facility in Somerville, MA and will transition to a hybrid work schedule. Candidates must be comfortable with both on-site and hybrid work arrangements.

Essential Job Functions

Under the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include:

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.  College course work is desirable.
• Minimum of 2 years previous call center or customer service experience
• Local to Somerville, MA!

Specific Skills/ Attributes

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.
• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.
• Ability to work independently but also thrive in a team environment built on information sharing.
• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.
• Displaying sound judgment and critical thinking skills.
• Excellent verbal and written communication skills.
• Detail oriented and well organized.

Compensation

• $25.00/hour

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.