Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem – including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health.
By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.
Job Summary:
The Customer Service Specialist assists customers via phone, email, and chat using SalesForce. They are the first line of support, helping to ensure a seamless experience for our Ontellus clients while upholding our company’s values and service standards. This position requires strong critical-thinking skills, a professional and empathetic communication style, and the ability to manage challenging conversations while upholding our company values and service standards.
Essential Responsibilities:
- Provide Excellent Customer Service: Assist customers via SalesForce across multiple communication channels (phone, email, and chat), ensuring their questions and concerns are addressed promptly and accurately while also meeting or exceeding key performance indicators (KPIs)
- Effective Communication: Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently.
- Collaborate with Team Members: Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality.
- De-escalate Challenging Situations: Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions.
- Escalate Cases When Necessary: Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience.
- Cross-sell/Upsell Opportunities: Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers’ needs and enhance their experience.
- Attention to Detail: Ensure accuracy and attention to detail in all customer interactions to deliver quality work.
- Time Management: Efficiently manage time and prioritize tasks, following through on assignments with some supervision as needed.
- Adhere to Company Culture & Policy: Demonstrate alignment with company values, contributing to a positive, supportive, and growth-oriented environment. While adhering to company policy.
- Leverage Technology Tools: Utilize Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties efficiently and effectively.
- Compliance & Confidentiality: Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance.
Other duties as assigned
Qualifications:
- Education: High school diploma or equivalent required; Bachelor’s degree preferred.
- Experience: Previous experience in a customer service or customer support role, ideally within a service-focused company (e.g., legal or medical sector). Experience with remote desktop tools, SalesForce, and Microsoft 365 is highly desirable.
Skills & Competencies:
- Strong communication skills, both written and verbal, with an emphasis on clarity and empathy.
- Ability to think critically and make decisions in a fast-paced environment.
- Familiarity with cross-selling and upselling in a customer service setting.
- Other: Experience in the legal or medical fields is a plus, though not required.
Access to Protected Health Information (PHI)
This position involves access to the company’s operating system and other sources necessary for processing records requests. Strict adherence to HIPAA privacy rules and Ontellus policies on PHI is required.
Physical Demands & Work Environment:
- Ability to work in a standard office or home office setting with standard equipment.
- Requires vision for reading printed materials and screens and hearing/speech for effective communication.
- Must be able to sit or stand for extended periods; occasional reaching and grasping are required.
- Office/home environment with low to moderate noise levels and controlled temperatures.
Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.
The estimated base pay range per hour for this role is:
$17.78—$21 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy.
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