Join Datavant, a leading data platform company at the forefront of health data exchange, where our goal is to ensure that every healthcare decision is supported by the appropriate data at the optimal time and format.
As a key player in our mission, you will be part of the largest and most diverse health data network in the U.S., empowering our clients to make more informed health decisions. Our trusted platform is embraced by top life sciences companies, government agencies, as well as healthcare providers.
Becoming a part of Datavant means contributing to a high-performance, values-driven team committed to addressing complex healthcare challenges with innovative technology solutions. We value your unique professional, educational, and life experiences in our collective mission to enhance healthcare.
Position Overview:
The
Senior Customer Experience Agent
will act as a knowledgeable resource for Record Hub customers, managing complex inquiries and ensuring a superior customer experience. You will handle escalated cases, advocate for process improvements, and contribute to the effectiveness of our customer experience team. Key Responsibilities: Maintain a courteous, empathetic, and professional demeanor towards customers at all times, especially during high-pressure scenarios. Respond promptly to customer inquiries within a fast-paced environment, requiring minimal supervision. Engage with customers via phone, email, and online chat to answer queries, resolve intricate issues, and provide in-depth education on Record Hub processes. Independently investigate and resolve complex complaints, often necessitating cross-functional collaboration. Identify common trends in customer issues and propose improvements to workflows, tools, or knowledge resources. Serve as an escalation point for Level I representatives, offering informal guidance and peer support as necessary. Ensure that all customer concerns are fully addressed and followed through to a satisfactory resolution. Maintain accurate records of customer interactions, inquiries, and resolutions. Conduct outbound communications to customers for education, proactive updates, and issue resolution. Communicate effectively with colleagues and internal partners to fulfill customer needs. Provide feedback on customer service processes' efficiency and effectiveness. Participate in training and knowledge-sharing initiatives as needed. Perform additional related duties as assigned. Qualifications: Strong verbal and written communication skills capable of conveying complex information clearly. Proven ability to handle escalated or sensitive customer situations with professionalism. Advanced critical thinking and problem-solving abilities, demonstrating sound judgment and meticulous attention to detail. Proficient in utilizing various systems and quickly learning new software tools. Comprehensive knowledge of ticketing systems and call center technologies. Self-starter with the ability to prioritize work independently and adapt to changing demands. Requirements: High school diploma or equivalent required. 4+ years of customer service experience
in healthcare, data, or technology fields is preferred. 2+ years in a call center or customer support environment . Experience managing complex or escalated cases. Experience with call center systems such as RingCentral. Strong data entry and typing skills (30+ WPM). Compensation for this role varies by location and relevant experience, with an estimated range of
$21.20 - $26.44 USD . Please note that this position is not eligible for employment sponsorship. Datavant is an Equal Employment Opportunity employer, committed to a discrimination-free workplace and dedicated to providing reasonable accommodations for individuals with disabilities. For further information about our commitment to diversity and equity, please review our company policies. Our total rewards strategy reflects a high-growth environment that empowers our employees dedicated to transforming healthcare with innovative products and services. To ensure safety, clients may require health screenings and vaccination proof as part of the hiring process.
Senior Customer Experience Agent
will act as a knowledgeable resource for Record Hub customers, managing complex inquiries and ensuring a superior customer experience. You will handle escalated cases, advocate for process improvements, and contribute to the effectiveness of our customer experience team. Key Responsibilities: Maintain a courteous, empathetic, and professional demeanor towards customers at all times, especially during high-pressure scenarios. Respond promptly to customer inquiries within a fast-paced environment, requiring minimal supervision. Engage with customers via phone, email, and online chat to answer queries, resolve intricate issues, and provide in-depth education on Record Hub processes. Independently investigate and resolve complex complaints, often necessitating cross-functional collaboration. Identify common trends in customer issues and propose improvements to workflows, tools, or knowledge resources. Serve as an escalation point for Level I representatives, offering informal guidance and peer support as necessary. Ensure that all customer concerns are fully addressed and followed through to a satisfactory resolution. Maintain accurate records of customer interactions, inquiries, and resolutions. Conduct outbound communications to customers for education, proactive updates, and issue resolution. Communicate effectively with colleagues and internal partners to fulfill customer needs. Provide feedback on customer service processes' efficiency and effectiveness. Participate in training and knowledge-sharing initiatives as needed. Perform additional related duties as assigned. Qualifications: Strong verbal and written communication skills capable of conveying complex information clearly. Proven ability to handle escalated or sensitive customer situations with professionalism. Advanced critical thinking and problem-solving abilities, demonstrating sound judgment and meticulous attention to detail. Proficient in utilizing various systems and quickly learning new software tools. Comprehensive knowledge of ticketing systems and call center technologies. Self-starter with the ability to prioritize work independently and adapt to changing demands. Requirements: High school diploma or equivalent required. 4+ years of customer service experience
in healthcare, data, or technology fields is preferred. 2+ years in a call center or customer support environment . Experience managing complex or escalated cases. Experience with call center systems such as RingCentral. Strong data entry and typing skills (30+ WPM). Compensation for this role varies by location and relevant experience, with an estimated range of
$21.20 - $26.44 USD . Please note that this position is not eligible for employment sponsorship. Datavant is an Equal Employment Opportunity employer, committed to a discrimination-free workplace and dedicated to providing reasonable accommodations for individuals with disabilities. For further information about our commitment to diversity and equity, please review our company policies. Our total rewards strategy reflects a high-growth environment that empowers our employees dedicated to transforming healthcare with innovative products and services. To ensure safety, clients may require health screenings and vaccination proof as part of the hiring process.