About The Company
Datavant is a leading data collaboration platform dedicated to transforming healthcare through secure, accessible, and actionable health data. Guided by a mission to improve health outcomes worldwide, Datavant provides innovative data solutions to a diverse ecosystem that includes healthcare providers, health plans, researchers, and life sciences organizations. The company's platform enables seamless data sharing, from fulfilling individual patient requests for medical records to powering advanced AI applications in healthcare. With a focus on security, compliance, and technological excellence, Datavant is building the future of healthcare data connectivity and utilization. Joining Datavant means becoming part of a driven, collaborative team committed to creating meaningful change in healthcare delivery and research.
About The Role
The Customer Service Specialist at Datavant plays a crucial role in ensuring a positive and seamless experience for our clients. This role involves assisting customers via phone, email, and chat using Salesforce, serving as the first point of contact for support inquiries. The ideal candidate will demonstrate strong critical-thinking skills, empathetic communication, and the ability to manage challenging conversations professionally. The position requires a proactive approach to problem-solving, attention to detail, and adherence to company policies and values. The Customer Service Specialist will collaborate closely with team members to share knowledge, escalate issues when necessary, and identify opportunities for cross-selling or upselling services. This role offers an excellent opportunity to contribute to the company's mission of improving healthcare through exceptional customer support and technological proficiency.
Qualifications
- High school diploma or equivalent required; Bachelor’s degree preferred
- Previous experience in customer service or support roles, ideally within healthcare, legal, or medical sectors
- Proficiency with Salesforce, Microsoft365, RingCentral, and remote desktop tools
- Strong written and verbal communication skills with an emphasis on clarity and empathy
- Ability to think critically and make decisions in a fast-paced environment
- Experience with cross-selling and upselling in a customer service setting
- Knowledge of HIPAA and confidentiality protocols is a plus
- Experience in legal or medical fields is advantageous but not mandatory
Responsibilities
- Assist customers through multiple communication channels (phone, email, chat) via Salesforce, ensuring timely and accurate responses
- Provide excellent customer service by understanding customer needs and resolving inquiries effectively
- Engage in professional and courteous communication with clients and team members to facilitate understanding and resolution
- Collaborate with colleagues to share insights, improve service quality, and resolve complex issues
- De-escalate difficult customer interactions with patience and empathy, guiding them toward positive solutions
- Recognize when issues require escalation to higher support levels or other departments, following established protocols
- Identify opportunities for cross-selling or upselling services that meet customer needs and enhance their experience
- Maintain high attention to detail to ensure accuracy 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 concerning Protected Health Information (PHI) and HIPAA compliance
- Utilize technology tools such as Microsoft365, Salesforce, RingCentral, and remote desktops to perform duties effectively
Benefits
- Competitive hourly pay ranging from $17.31 to $20.19 USD
- Opportunity to work within a mission-driven organization dedicated to healthcare innovation
- Collaborative and supportive team environment
- Potential for professional growth and development in healthcare data services
- Flexible remote working arrangements
- Comprehensive training and resources to support your success
Equal Opportunity
Datavant is committed to fostering a diverse and inclusive workplace. 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 protected characteristics. We provide reasonable accommodations for individuals with disabilities throughout the hiring process. For more information about our commitment to equal opportunity and workplace diversity, please review our EEO Commitment Statement and related resources.