Lead Customer Service Representative (Kohima)
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 advantages 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 • This position is fully on-site at a medical facility in Little Rock, AR. 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
