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.
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.