Job Overview
Location
2 Locations
Job Type
Full-time
Category
Customer Support
Date Posted
April 2, 2026
Full Job Description
đź“‹ Description
- • Sharecare is a digital healthcare company dedicated to improving care quality, driving better health outcomes, and lowering costs through its data-driven AI insights, evidence-based resources, and comprehensive platform that supports benefits navigation, care management, home care resources, and health information management. As a Bilingual Customer Service Representative, you will play a vital role in helping members and providers navigate healthcare services with empathy, accuracy, and professionalism—directly contributing to Sharecare’s mission of empowering individuals to manage their well-being.
- • You will serve as the first point of contact for members and providers, handling inbound inquiries via phone and email with courtesy and efficiency, ensuring accurate documentation and timely resolution of routine and non-routine issues while upholding the highest standards of customer satisfaction and service quality.
- • The Customer Service team at Sharecare operates as a collaborative, mission-driven unit within a fast-growing healthcare technology organization, where representatives work closely with clinical, operations, and product teams to ensure seamless member experiences and continuous improvement in service delivery.
- • You will develop strong communication, problem-solving, and healthcare systems knowledge while gaining exposure to digital health platforms, care management workflows, and multicultural member interactions—building transferable skills in customer advocacy, conflict resolution, and healthcare operations that support long-term career growth.
- • Identify, evaluate, and prioritize caller needs, questions, and concerns by actively listening and assessing urgency and complexity to determine the most appropriate course of action.
- • Formulate and execute plans of resolution by applying standard protocols, leveraging available resources, and responding efficiently to ensure timely and satisfactory outcomes for callers.
- • Maintain and restore customer satisfaction by demonstrating empathy, following up on unresolved issues, and partnering with internal teams such as clinical support, billing, or technical teams when escalation is required.
- • Perform problem analysis and determination using Sharecare’s computerized systems to troubleshoot issues, recommend resolutions aligned with standard operating procedures, and document all interactions accurately and consistently.
- • Proactively educate callers on Sharecare program benefits, eligibility criteria, and available resources to empower informed decision-making and promote engagement with wellness and care management services.
- • Meet or exceed established call center performance metrics including average handle time, first-call resolution, quality scores, attendance, and adherence to schedule while maintaining a professional and positive demeanor.
- • Utilize computer tools including CRM platforms, Microsoft Word, Outlook, and internal databases to accurately input, retrieve, and document caller information, ensuring data integrity and compliance with privacy standards.
- • Develop rapport with diverse callers by adjusting communication style to match cultural and linguistic preferences, demonstrating active listening, patience, and respect in every interaction—especially critical when serving Spanish-speaking members.
- • Provide accurate, up-to-date information about Sharecare’s programs and services, including benefits navigation, care coordination, and home care resources, ensuring callers receive reliable guidance tailored to their needs.
- • Escalate complex or unresolved issues internally through proper channels, track follow-up actions, and ensure closure while maintaining clear communication with both the caller and internal stakeholders.
🎯 Requirements
- • High School Diploma or equivalent
- • Prior experience in a customer service-related field preferred
- • Fluency in both English and Spanish (bilingual requirement)
- • Proficiency in Microsoft Word and Outlook, along with strong computer keyboard and internet navigation skills
- • Ability to multitask, thrive in a fast-paced, evolving environment, and work effectively in a team setting
🏖️ Benefits
- • Remote work flexibility, allowing you to perform your duties from a home office environment
- • Opportunity to work for a mission-driven digital healthcare company focused on improving health outcomes and reducing costs
- • Exposure to advanced healthcare technology platforms and data-driven tools used in care management and member engagement
- • Development of valuable bilingual communication and customer advocacy skills applicable across healthcare, tech, and service industries
- • Supportive team culture with opportunities for internal growth and professional development within Sharecare’s expanding organization
Skills & Technologies
Onsite
About Sharecare, Inc.
Sharecare, Inc. is a digital health company that provides a platform connecting consumers, patients, and healthcare providers. It offers tools for health assessments, condition management, care coordination, and wellness programs. The company integrates data from electronic health records, wearable devices, and user inputs to deliver personalized health insights and recommendations. Sharecare serves individuals, employers, health plans, and health systems through mobile and web applications. Founded in 2010, it is headquartered in Atlanta, Georgia.
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