Customer Service Specialist - Remote

About The Company

Datavant is a leading data collaboration platform dedicated to transforming healthcare through secure, accessible, and actionable health data. Our mission is to make the world's health data more connected and useful by providing innovative solutions to organizations across the healthcare ecosystem, including providers, health plans, researchers, and life sciences companies. We facilitate everything from simple patient record requests to powering advanced AI applications in healthcare. Our team, known as Datavanters, is passionate about building the future of health data connectivity and utilization, fostering a collaborative environment that drives meaningful change in healthcare. By joining Datavant, you become part of a dynamic organization committed to improving health outcomes through data-driven solutions and technological innovation.

About The Role

The Customer Service Specialist at Datavant plays a vital role in ensuring a seamless and positive experience for our clients. This position involves assisting customers through multiple communication channels, including phone, email, and chat, primarily utilizing SalesForce. The ideal candidate will serve as the first point of contact for clients, providing prompt, professional, and empathetic support while upholding the company's values and service standards.

The role requires strong critical-thinking skills, excellent communication abilities, and a customer-centric approach to de-escalate challenging situations effectively. The Customer Service Specialist collaborates closely with team members to share knowledge, identify solutions, and improve overall service quality. Additionally, this role involves recognizing opportunities for cross-selling and upselling services that align with customer needs, ensuring accuracy in all interactions, and maintaining strict confidentiality and compliance with HIPAA regulations. The position offers an opportunity to work in a fast-paced, innovative environment focused on making a meaningful impact in healthcare data management.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• Previous experience in customer service or support roles, preferably within healthcare, legal, or service-oriented industries.
• Experience with remote desktop tools, SalesForce, and Microsoft 365 is highly desirable.
• Strong written and verbal communication skills, with an emphasis on clarity and empathy.
• Ability to think critically and make decisions quickly in a dynamic environment.
• Familiarity with cross-selling and upselling techniques in a customer service context.
• Experience working with Protected Health Information (PHI) and understanding of HIPAA privacy rules is a plus.
• Ability to work in a standard office or home office setting with necessary equipment.
• Attention to detail and excellent time management skills.

Responsibilities

• Assist customers via SalesForce across multiple channels, including phone, email, and chat, ensuring timely and accurate responses.
• Engage with customers professionally and courteously to facilitate understanding and resolve inquiries effectively.
• Collaborate with team members to share knowledge, troubleshoot issues, and enhance service quality.
• De-escalate difficult customer interactions with patience and empathy, guiding clients toward positive resolutions.
• Recognize when cases need escalation to other departments and follow established protocols to ensure seamless support.
• Identify opportunities for cross-selling and upselling services that meet customer needs and improve their experience.
• Maintain accuracy and attention to detail in all customer interactions and documentation.
• Manage time efficiently, prioritize tasks, and follow through on assignments with minimal supervision.
• Adhere to company policies, values, and confidentiality standards, especially regarding PHI and HIPAA compliance.
• Utilize technology tools such as Microsoft 365, RingCentral, and remote desktops to perform duties efficiently.
• Perform other duties as assigned to support team and organizational goals.

Benefits

• Competitive hourly pay ranging from $17.78 to $21 USD, based on location and experience.
• Opportunity to work in a collaborative and innovative environment focused on healthcare transformation.
• Access to comprehensive training and development resources.
• Flexible work arrangements, including remote work options.
• Participation in a mission-driven company committed to making a positive impact in healthcare.
• Potential for career growth within a rapidly expanding organization.

Equal Opportunity

Datavant is an equal employment opportunity employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class. We encourage qualified candidates from all backgrounds to apply. For more information on our commitment to equal opportunity employment, please review our EEO Commitment Statement here. We also provide reasonable accommodations to applicants with disabilities during the hiring process upon request.