Job Details

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

We operate the largest and most diverse health data network in the U.S., ensuring that data is secure, accessible, and usable for informed health decisions. Datavant is a trusted partner for top life sciences companies, government agencies, and healthcare providers.

Joining Datavant means becoming part of a high-performing, values-driven team. Together, we're addressing some of healthcare's toughest challenges with innovative solutions. Our diverse team members contribute varied professional, educational, and personal experiences to help achieve our ambitious vision for the healthcare landscape.

What We're Looking For:

As a Customer Experience Associate I - Retrieval, you will support customers of Record Hub by addressing their inquiries, resolving standard issues, and providing accurate information in a dynamic, high-volume setting. This role is key to delivering an outstanding customer experience while developing your product knowledge and support skills.

Your Responsibilities:

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Respond promptly to customer inquiries in a busy environment, adhering to established processes and guidelines.

• Engage with customers via phone, email, and chat to answer product questions, resolve issues, and provide education on Record Hub services.

• Document customer interactions, issues, and resolutions accurately in designated systems.

• Identify complex issues and escalate appropriately to senior representatives or specialists.

• Initiate outbound communication to customers for updates, education, and support.

• Follow defined workflows, scripts, and quality standards for consistency and compliance.

• Coordinate with team members and leads to effectively support customer needs.

• Participate actively in training, coaching, and feedback sessions to enhance product knowledge and customer service skills.

• Provide constructive feedback on customer experience challenges and areas for improvement.

• Perform other related duties as assigned.

What Makes You Stand Out:

• Strong communication skills, including active listening and clear verbal and written communication.

• Customer-focused mindset with the ability to remain calm and professional when addressing concerns.

• Basic problem-solving skills and a willingness to ask questions and learn.

• Comfort with using multiple computer systems and learning new software tools.

• Attention to detail and the ability to follow established processes.

• Familiarity with ticketing systems or call center tools is a plus.

Requirements for Success:

• High school diploma or equivalent required.

• 2-3 years of customer service experience required.

• 1 year of call center or customer support experience preferred.

• Experience with call center systems like RingCentral is a plus.

• Proficient in data entry with typing skills of 30 WPM or higher.

Compensation varies based on location, responsibilities, skills, and experience. The estimated total cash compensation range for this role is: $17.78-$22.74 USD.

This position is not eligible for employment sponsorship.

Datavant is committed to an equitable workplace free from discrimination. We proudly support Equal Employment Opportunity principles, ensuring all qualified applicants receive consideration without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other legally protected status.

At the end of your application, you will find voluntary demographic questions. Your responses will be anonymous and will assist us in improving our recruitment process. Participation is optional and will not affect your application.

Datavant is dedicated to providing reasonable accommodations to individuals with disabilities. If you require assistance during the job application process, please contact us. We will review requests for accommodation on a case-by-case basis.

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