Team Lead Care Advisor - Remote

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
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. If you think there’s alignment with the description above, CareLinx may be the place for you.
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
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.

Work arrangement
Yes