Job Description:
Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com
Job Summary:
The Senior Client Operations Specialist plays a critical role within Sharecare’s centralized service team, ensuring exceptional operational support for both new and existing clients. This position is dedicated to strengthening client relationships, driving loyalty, and delivering a seamless experience by proactively managing inquiries, resolving issues, and supporting strategic initiatives. Acting as a trusted operational partner to the Client Relations Account Management team, the Sr. Specialist ensures that all service commitments are met or exceeded, contributing to client satisfaction and long-term retention.
Essential Job Functions:
Operational Excellence & Client Delivery -
- Ensure adherence to contractual obligations and deliver services that consistently exceed client expectations.
- Maintain accountability for operational performance across assigned accounts, ensuring timely and accurate execution of deliverables.
- Research and resolve client and member inquiries, providing root cause analysis and implementing corrective actions.
- Identify trends and proactively recommend process improvements to enhance client satisfaction.
- Escalate issues promptly and monitor resolution progress to ensure timely outcomes.
- Prepare and deliver client-specific reports, meeting materials, and operational documentation.
- Develop and deliver client-related training for front-line colleagues to ensure consistent service quality.
Client Relationship Management -
- Serve as the primary operational liaison for account management teams, addressing day-to-day service needs and fostering strong partnerships.
- Communicate effectively through written and verbal channels, providing updates on operational performance, trends, and strategic opportunities.
- Represent operations in client-facing and/or external meetings as a Subject Matter Expert (SME), as needed.
- Promote organizational capabilities and identify potential upsell opportunities for account managers.
- Act as a mentor to client specialists on the team
- Assignment of complex client accounts requiring advanced expertise.
Operations Implementation Oversight -
- Drive successful implementations and ongoing service delivery by managing timelines, mitigating risks, and maintaining scope control.
- Collaborate cross-functionally to align resources and ensure client requirements are met.
Administrative & Other Duties -
- Perform administrative tasks including meeting coordination, note-taking, and distribution of minutes.
- Maintain accurate documentation of all client interactions using designated systems.
- Execute additional responsibilities as assigned to support organizational goals.
Qualifications:
- Bachelor’s degree or equivalent combination of education and additional client service experience.
- Minimum 5+ years in an account management support role or operational client services function. Strong written, verbal and interpersonal communication skills.
- Knowledge of the healthcare, managed care and/or fitness industry.
- Proficiency using MS Office - Word, Excel, Visio, PowerPoint and Outlook.
- Experience working in cross-functional teams and collaborative environments.
Specific Skills/ Attributes:
- Exceptional customer service and client relationship management skills.
- Proven ability to build and maintain strong Customer-facing relationships
- Strong organization and prioritization skills with the ability to manage multiple tasks.
- Strong verbal, written, and presentation skills.
- Process-oriented, strong troubleshooting and problem-solving capabilities.
- High attention to detail and accuracy.
- Ability to thrive in a dynamic, ever-changing, fast-paced, rapid cycle development environment.
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.