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.
Job Summary:
The Manager of Customer Support, Behavior Health is primarily responsible for maintaining effective customer support for external and internal customers of Sharecare Behavioral Health Digital Therapeutics, by utilizing one’s knowledge of company products and services. The Manager of Customer Support will demonstrate that they are culturally aligned with the Sharecare Behavioral Health team and the values of kindness, transparency, generosity, and compassion. They will be innovative, open to change, and display honesty and integrity in all that they do.
Note: This role is expected to work 30 hours per week.
Essential Job Functions:
Manage day-to-day BH customer support center operations
Manage assigned support channels ( chat, ticket support in Zendesk, etc.)
Monitor business and process metrics to measure and manage customer service effectiveness
Attend to customer service issues and ensure effective and long-term problem resolution
Maintain working knowledge of ticketing and engagement chat platforms
Conduct interviews and make selections to fill open roles within assigned Customer Service representatives
Energize and motivate CS team by utilizing positive reinforcement and support methodologies
Provide coaching and professional development to team-members to enhance their knowledge and abilities
Handle escalated customer/personnel and/or performance issues elevated from Team Leads, Account Management, and other stakeholders
Build strong relationships with BH and other operations to support existing and new business development opportunities, while acting as a trusted advisor
Conduct performance evaluations on assigned staff members
Handle escalated customer or client interactions
Analyze and recommend strategies to increase the quality and efficiency of support to customers
Enforce and maintain departmental policies and procedures
Monitor customer support for technical solutions implemented, and alert leadership to potential customer satisfaction threats or competitor activity
Manage and meet project implementation targets for timeliness, customer success metrics
Complete required training and development objectives within the assigned time frames
Conduct investigations and provide responses to consumer-initiated complaints (i.e. escalated social media, online reviews, etc.)
Develop documentation of implemented solutions
Ensure compliance with regulatory requirements impacting customer support function
Active participation in departmental tactical and strategic meetings
Effectively responds to partnership requests from clinicians, universities, and other partners; supports follow-up to these requests by appropriate departments
Manage DTC customer refunds and DTC payment platforms (Paypal, Stripe)
Qualifications:
Bachelor’s degree preferred
Background in behavioral health preferred
Ability to work well in a fast-paced, multi-task environment, and be team-oriented
Experienced in customer service with excellent communication skill set as well as strong negotiation skills
Detail-oriented, with strong analytical skills
3+ years of management or supervisory experience required
High proficiency in Microsoft Office products (Word, Excel, etc.) required
Ability to handle confidential materials and information in a professional manner
Previous experience in a medical setting helpful
Effective problem-solving skills
Ability to navigate customers through web and app (iOS and Google) interfaces
Ability to navigate several tech systems, including databases, payment systems, online chat, etc.
Physical Requirements:
Ability to sit or stand for long periods of time
Manual dexterity and strength sufficient enough to enter information via a computer keyboard for long periods of time, to write notes and information needed, and to pick up and hold paperwork, supplies, and other items
Eyesight sufficient to effectively read documents and to accurately view information on a computer monitor
Speaking and hearing ability sufficient to effectively communicate
Eye/hand coordination, hearing, and visual acuity necessary for day-to-day tasks
HIPPA/ 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
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.