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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 www.sharecare.com .
Job Summary
The Director of Customer Service leads the strategy, development, and execution of customer service operations for Sharecare Health Data Services. This role ensures an exceptional service experience for internal and external customers through deep subject-matter expertise in call center operations, ROI/Audit retrieval workflows, and customer engagement best practices.
Essential Functions
Operational Leadership
- Oversee, develop, and maintain call center operations, including staffing, policies, procedures, and reporting.
- Monitor key performance indicators (KPIs) and business metrics to measure and continuously improve service effectiveness.
- Ensure customer issues are resolved promptly and thoroughly, with an emphasis on long-term solutions and service recovery.
- Maintain advanced working knowledge of phone systems, contact center platforms, IVRs, and digital engagement tools.
- Align service delivery with organizational goals using industry best practices to maximize customer experience.
People Leadership
- Develop and implement colleague engagement strategies to increase retention, performance, and satisfaction.
- Provide coaching, mentoring, and development for customer service leaders and team members.
- Build strong cross-functional relationships to support business goals.
Strategic & Cross-Functional Support
- Act as a trusted advisor to Operations, Sales, and Client Success teams.
- Manage relationships with third-party service providers and vendors.
- Develop and implement customer service programs that support customers of varying sizes.
- Design and implement strategies that enhance customer support quality, efficiency, and productivity.
- Lead adoption of technologies and tools that elevate the customer's experience.
- Serve as subject matter expert for telephony, live chat, digital support, and service processes.
- Manage and achieve project implementation targets and customer success outcomes.
- Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence.
- Oversee responses to consumer-initiated complaints (e.g., BBB, escalated social media).
- Ensure compliance with regulatory requirements.
- Participate in Operations Meetings, Business Reviews, and strategic or ad hoc meetings.
- Perform other duties as assigned.
Financial & Performance Management
- Contribute to development of departmental budgets aligned to growth goals.
- Develop staff incentive programs aligned to departmental objectives.
- Ensure timely reporting and reconciliation of expenses.
- Additional responsibilities may vary depending on need.
Specific Skills/ Attributes
- Positive attitude
- Demonstrates time management skills
- Team player
- Flexible
Qualifications
- Ability to thrive in a fast-paced, multitasking, team-oriented environment.
- Excellence in customer service communication, including negotiation and telephone skills.
- Strong analytical and problem-solving skills.
- High proficiency in Microsoft Office (Word, Excel).
- Strong presentation skills for webinars and live audiences.
- Minimum of 10 years of management and supervisory experience.
- Ability to manage confidential information with professionalism.
- Experience in medical settings preferred.
- Call center leadership experience preferred.
- Microsoft Dynamics or Great Plains experience a plus.
- Bachelor's degree preferred.
HIPAA/Compliance
- Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes
- Comply with all regulations regarding corporate integrity and security obligations
- Report unethical, fraudulent or unlawful behavior or activity
- Maintain current and yearly HIPAA certification
- Maintain Certified Release of Information Specialist (CRIS) certification
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.
Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.
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