Customer Experience Representative I

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

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.

By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

What We're Looking For:

Datavant's Customer Experience Representative I - Retrieval supports Record Hub customers by responding to inquiries, resolving standard issues, and providing accurate information in a high-volume, fast-paced environment. This role focuses on delivering a consistent, high-quality customer experience while building product knowledge and customer support skills.

What You Will Do:

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

• Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines.

• Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services.

• Accurately document customer interactions, inquiries, issues, and resolutions in designated systems.

• Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists.

• Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution.

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

• Communicate and coordinate with colleagues and team leads as needed to support customer needs.

• Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills.

• Provide feedback on customer experience challenges and opportunities for improvement.

• Perform other related duties as assigned.

What Helps 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 questions or concerns.

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

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

• Attention to detail and ability to follow established processes.

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

What You Need to Succeed:

• High school diploma, general education degree, or equivalent required.

• 2-3 years of customer service experience required.

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

• Experience using call center phone systems such as RingCentral is a plus.

• Data entry and typing skills of 30 WPM or higher.

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

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. Learn more here .

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 contact us at [email protected]. We will review your request for reasonable accommodation on a case-by-case basis.

For more information about how we collect and use your data, please review our Privacy Policy ( .

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. 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.

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$17.78-$22.74 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.

For more information about how we collect and use your data, please review our Privacy Policy ( .