[Hiring] Team Lead Care Advisor @Sharecare

Role Description

CareLinx is looking for a Team Lead for the Care Advisor Team to assist with CareLinx’s Payer Operations line of business. CareLinx is a healthcare technology platform that connects families with non-medical, in-home caregivers, and the Care Advisor team is focused on providing support and guidance to members and families throughout the caregiver search, hire and retention process. This is a team of dedicated experts who guide members through the in-home care experience.

As a Team Lead on the Care Advisor team you will be expected to be knowledgeable about the primary duties of the advisor position in order to provide metrics driven guidance and expert level support.

As a Team Lead, you are the expert for your team about all things CareLinx-related. You will be a role model and high level resource for your team. You must be a team player, be willing to learn and be interested in leadership development. You need to thrive in a fast-paced, technology-forward environment, hold yourself to high professional standards, and be comfortable working from home.

Essential Job Functions

• Daily use of reporting and analytics to drive team SLA goals
• Act in the capacity of peer coach and quality champion which includes assisting with call audits as well as remedial training and reverse shadowing
• Perform monthly member surveys
• Assist with the investigation and resolution of member, caregiver and health plan escalations
• Ability to deescalate unhappy members and provide a positive experience
• Ability to identify, track and articulate trends that affect the member experience
• Present process improvement suggestions in a strategic manner
• Contribute to a positive team culture through contributions to weekly team meetings, as an on-demand resource to teammates via multiple communication channels and as coverage when needed
• Work collaboratively and professionally with other team members and teams within CareLinx
• Additional job duties may be assigned on an as-needed basis

Specific Skills/Attributes

• Exemplary prioritization and time management skills
• Self-motivated; can problem solve independently
• Superior organization and multitasking capabilities
• Comfortable working autonomously and remotely
• Professional, confident, outgoing demeanor
• Excellent verbal and written communication skills
• Exceptional attention to detail
• Ability to maintain strict confidentiality, and exercise good judgment
• Possess leadership skills to help lead the team and provide valuable input
• Willingness to go the “extra mile”

Qualifications

• Experience working with Microsoft Office/Google Suite
• High school diploma or equivalent, required
• Some college-level coursework, preferred
• At least one year of experience in a call center environment or a minimum of 2 years’ experience in a customer service environment
• Internal candidates must have at least 6 months as a successful Care Advisor
• Previous healthcare experience, preferred
• Prolonged periods of sitting at a desk and working on a computer

Company 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.