Remote
Job Description:
Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.
Shift: Monday - Friday, 11:30am - 8pm CST. Required to work every 4th Saturday 8am - 4:30pm CST.
Training: 2 weeks from 8am - 4:30pm CST.
Job Summary:
Under the general supervision of a Customer Service Manager, the Program Engagement Representative has the primary responsibility of making outbound calls and receiving inbound calls to enroll and schedule members in the telephonic lifestyle management or clinical coaching. Additionally, Engagement Specialists will explain platform features and services available to members based on their employer-sponsored health program. Provides assistance to the program team members and performs clerical work as required. The position requires excellent communication, customer service, and sales skills, as well as the ability to build trust and credibility while working independently, exercising sound judgment and initiative.
Essential Functions:
- Engage with clients telephonically using clear communication skills, a friendly attitude and the ability to utilize a variety of scripting with confidence.Demonstrate active listening skills, ability to think on one’s feet, and demonstrating empathy are key qualities for success in this role.
- Solid knowledge of programs and services, including appropriate contract-specific greetings.
- Proper documentation of interactions.
- Follow HIPPA guidelines to ensure confidentiality.
- Engage with fellow team members via Microsoft Teams
- Follow a structured schedule and meet or exceed predetermined metrics.
- This position requires a responsive, committed individual who recognizes the impact of the health care delivery system on the clinical and financial outcomes to the member population.
Expectations during any given client interaction include:
- Offer the program to the member as well as answer any questions related to the enrollment
- Rebut any objections the member may have about participating
- Collect all necessary data to complete the enrollment
- Schedule the member for a coaching call
- Document the interaction in the appropriate systems
Qualifications:
- GED or High School diploma supplemented by technical medical knowledge, and/or computer courses.
- A minimum of two to three years’ experience in the customer service and sales driven environment and/or customer service in a related healthcare field preferred.
- Possesses computer competencies to include word processing, spreadsheet, graphics, and database management.
- Strong computer skills and ability to navigate through multiple programs, comfortable working with dual screens, learning proprietary programs, and solid understanding of Microsoft Office programs (Outlook, Teams, Word, etc).
- Language Skills: Ability to communicate with members, colleagues, physicians, and plan representatives.
- Effective oral, listening, and written communication skills.
- Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of variables while re-directing to appropriate resources.
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.
