Customer Experience Rep II

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. 
By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

Datavant’s Customer Experience Representative II – Retrieval serves as a knowledgeable and trusted resource for Record Hub customers, independently resolving complex inquiries and issues while delivering a high-quality customer experience. This role handles escalated or nuanced cases, contributes to process improvement, and supports the ongoing effectiveness of the customer experience function.

What You Will Do:

• Maintain a positive, empathetic, and professional attitude toward customers at all times, even in high-stress or escalated situations.
• Respond promptly to customer inquiries in a high call volume, fast-paced environment with minimal supervision.
• Interact with customers via telephone, email, and online chat to answer complex product-related questions, resolve advanced issues, and provide in-depth education on Record Hub processes.
• Independently investigate and resolve complex product and service complaints, including those requiring cross-functional coordination.
• Identify trends in customer issues and recommend improvements to workflows, tools, or knowledge resources.
• Serve as a point of escalation for Level I representatives and provide informal guidance or peer support as needed.
• Ensure appropriate actions are taken to fully resolve customer problems and concerns, following through to completion.
• Accurately maintain customer accounts and detailed records of interactions, inquiries, and resolutions.
• Make outbound telephone and email contacts to customers to provide education, proactive updates, and issue resolution.
• Communicate and coordinate effectively with colleagues, specialists, and internal partners to resolve customer needs.
• Provide actionable feedback on the efficiency and effectiveness of customer service processes.
• Participate in training, onboarding, or knowledge-sharing initiatives as requested.
• Perform other related duties as assigned

What Helps You Stand Out:

• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Demonstrated ability to manage escalated or sensitive customer situations with professionalism and composure.
• Advanced critical thinking and problem-solving skills, with sound judgment and attention to detail.
• Proficiency in navigating multiple systems and quickly learning new software and tools.
• Strong working knowledge of ticketing systems and call center technologies.
• Ability to prioritize work independently and adapt to changing demands.

What You Need to Succeed:

• High school diploma, general education degree, or equivalent required.
• 4 or more years of customer service experience, preferably in healthcare, data, or technology environments.
• 2 or more years of experience in a call center or customer support environment.
• Experience handling complex cases, escalations, or specialized customer issues.
• Experience using call center phone systems such as RingCentral.
• Strong data entry and typing skills (30+ WPM).

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

The estimated base pay range per hour for this role is:$22.50—$26.44 USD

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 request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.

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