We are seeking a dedicated Team Lead Care Advisor to join Sharecare (CareLinx). In this remote, full-time role, you will provide metrics-driven guidance and expert-level support to the Care Advisor team, helping members and families navigate the in-home care experience.
Job Overview
Job type: Full-time / Remote
Work setting: Work from home
Location: Remote
Salary: To be discussed
Responsibilities
Use daily reporting and analytics to drive team SLA goals, act as a peer coach, and assist with call audits, remedial training, and reverse shadowing.
Investigate and resolve member, caregiver, and health plan escalations while deescalating unhappy members to ensure a positive experience.
Identify, track, and articulate trends affecting the member experience and present strategic process improvement suggestions.
Requirements
Qualifications: High school diploma or equivalent required, with some college-level coursework preferred.
Experience: At least 1 year of experience in a call center environment or a minimum of 2 years in a customer service environment (previous healthcare experience preferred).
Skills: Exemplary prioritization, time management, superior organization, self-motivation, excellent verbal and written communication, and strong leadership capabilities.
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