On-Site Customer Service Representative - Fullerton, CA

Company Overview

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, physician practices, and leading pharmaceutical brands to drive personalized and value‑based care at scale.

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 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 or promote alternative products or services.

Location:

Onsite in Fullerton, CA.

• 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 determine recommended resolutions to callers in accordance with standard protocol.
• Proactively educate callers 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 and 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.
• Local to Fullerton, CA.

$24.00/hour

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.