About The Company
Datavant is a leading data collaboration platform dedicated to transforming healthcare through secure, accessible, and actionable health data. Our mission is to connect the world’s health information in a manner that enhances research, improves patient outcomes, and accelerates innovation across the healthcare ecosystem. Serving a diverse range of clients including providers, health plans, researchers, and life sciences companies, Datavant offers critical data solutions that facilitate seamless data sharing and integration. From fulfilling individual patient requests for medical records to powering advanced AI applications in healthcare, our platform is at the forefront of data connectivity and utilization. Joining Datavant means becoming part of a highly driven and collaborative team committed to creating meaningful change in healthcare through innovative data solutions.
About The Role
The Customer Service Specialist at Datavant plays a vital role in ensuring a positive and efficient experience for our clients. This position involves assisting customers through various communication channels such as phone, email, and chat, primarily using SalesForce. The role requires a professional, empathetic communication style, and strong critical-thinking skills to manage and resolve customer inquiries effectively. The Customer Service Specialist acts as the first point of contact, addressing questions, troubleshooting issues, and providing solutions that align with company standards and values. Additionally, the role involves recognizing opportunities for cross-selling and upselling relevant services, de-escalating challenging interactions, and escalating complex cases to appropriate departments. The ideal candidate will demonstrate attention to detail, excellent time management, and a commitment to maintaining confidentiality and compliance with healthcare regulations such as HIPAA.
Qualifications
Datavant is committed to fostering an inclusive and diverse 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 during the hiring process. For more information about our commitment to equal opportunity and workplace diversity, please review our EEO Commitment Statement.
Datavant is a leading data collaboration platform dedicated to transforming healthcare through secure, accessible, and actionable health data. Our mission is to connect the world’s health information in a manner that enhances research, improves patient outcomes, and accelerates innovation across the healthcare ecosystem. Serving a diverse range of clients including providers, health plans, researchers, and life sciences companies, Datavant offers critical data solutions that facilitate seamless data sharing and integration. From fulfilling individual patient requests for medical records to powering advanced AI applications in healthcare, our platform is at the forefront of data connectivity and utilization. Joining Datavant means becoming part of a highly driven and collaborative team committed to creating meaningful change in healthcare through innovative data solutions.
About The Role
The Customer Service Specialist at Datavant plays a vital role in ensuring a positive and efficient experience for our clients. This position involves assisting customers through various communication channels such as phone, email, and chat, primarily using SalesForce. The role requires a professional, empathetic communication style, and strong critical-thinking skills to manage and resolve customer inquiries effectively. The Customer Service Specialist acts as the first point of contact, addressing questions, troubleshooting issues, and providing solutions that align with company standards and values. Additionally, the role involves recognizing opportunities for cross-selling and upselling relevant services, de-escalating challenging interactions, and escalating complex cases to appropriate departments. The ideal candidate will demonstrate attention to detail, excellent time management, and a commitment to maintaining confidentiality and compliance with healthcare regulations such as HIPAA.
Qualifications
- High school diploma or equivalent required; Bachelor’s degree preferred
- Previous experience in customer service or support roles, preferably within healthcare, legal, or service-focused industries
- Experience with remote desktop tools, SalesForce, and Microsoft 365 highly desirable
- Strong written and verbal communication skills with an emphasis on clarity and empathy
- Critical thinking and decision-making abilities in a fast-paced environment
- Knowledge of cross-selling and upselling techniques in customer support
- Understanding of healthcare privacy regulations such as HIPAA is a plus
- Ability to maintain confidentiality and handle Protected Health Information (PHI) securely
- Provide exceptional customer service via phone, email, and chat, ensuring timely and accurate responses
- Engage with customers professionally to understand and resolve inquiries or issues
- Collaborate effectively with team members to share knowledge and improve service quality
- De-escalate difficult customer interactions with patience and empathy, guiding them towards positive resolutions
- Identify and escalate complex or unresolved issues to appropriate departments following established protocols
- Recognize opportunities for cross-selling and upselling services that meet customer needs
- Maintain high levels of accuracy and attention to detail in all customer interactions
- Manage time efficiently by prioritizing tasks and following through on assignments
- Adhere to company policies, values, and cultural standards, fostering a positive work environment
- Utilize technology tools such as Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties effectively
- Ensure compliance with healthcare privacy regulations, maintaining strict confidentiality of PHI
- Competitive hourly pay ranging from $17.31 to $20.19 USD, depending on location and experience
- Opportunities for professional growth and development within a pioneering healthcare data company
- Collaborative and innovative work environment focused on creating impactful healthcare solutions
- Flexible work arrangements and remote work options
- Comprehensive training and ongoing support to enhance skills and knowledge
- Health and wellness programs, subject to client requirements and company policies
Datavant is committed to fostering an inclusive and diverse 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 during the hiring process. For more information about our commitment to equal opportunity and workplace diversity, please review our EEO Commitment Statement.