Customer Experience Representative

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care.

By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

• Datavant’s Customer Experience Representative - Retrieval, will interact with Record HUB customers by addressing inquiries, resolving issues or complaints as well as educating customers.

  What You Will Do...

• • Monday-Friday 8:00am-6:00pm EST - Full-Time Temporary
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries in a high call volume, fast-paced environment.
  • Interacts with customers via telephone, email, and online chat providing customer service to Record Hub customers by answering complex product related questions, resolving issues, and educating customers.
  • Investigate and solve product and service complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
  • Ensures that appropriate actions are taken to resolve customers problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Making outbound telephone and email contacts to customers to provide education and facilitate issue resolution.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process
  • Performs other related duties as assigned

  What Helps You Stand Out...

  • Excellent communication skills including active listening.
  • Service-oriented to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  • Critical thinking and strong problem-solving skills
  • Proficient computer skills with the ability to learn new software and tools.
  • Proficient in working with ticketing systems

  Education and Experience:

  • High school diploma, general education degree, or equivalent.
  • 3 or more years of Customer service experience required
  • Experience using Call Center Phone systems like Ring Central
  • 1 or more year of experience in a call center environment.
  • Data entry/Typing skills of 30 WPM

Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.

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 contact us at [email protected]. We will review your request for reasonable accommodation on a case-by-case basis.

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