Transforming Healthcare through Compassionate Customer Service
At blithequark, we're revolutionizing the healthcare experience by making it more responsive, affordable, and equitable. We're on a mission to simplify healthcare and create healthier communities, and we're looking for dedicated professionals like you to join our team. As a Customer Service Representative, you'll play a vital role in delivering exceptional customer service to our members and providers, making a tangible impact on their lives.
About the Role
In this dynamic and fast-paced environment, you'll be the primary point of contact for our members and providers, addressing their inquiries and resolving issues with empathy and professionalism. Your compassion, combined with our comprehensive training and support, will empower you to succeed in this critical role. You'll be responsible for:
- Addressing and resolving customer service calls with empathy and professionalism
- Accurately documenting, researching, and resolving inquiries, ensuring clear and complete documentation
- Responding to and resolving inquiries on the first call, utilizing all available resources
- Monitoring and expeditiously closing inquiries that require follow-up, based on departmental guidelines
- Referring unresolved inquiries and grievances to designated areas for investigation
- Owning problems through resolution on behalf of callers, either in real-time or through comprehensive and timely follow-up with support resources
- Intervening with care providers on behalf of participants, assisting with appointment scheduling and access to care issues
- Assisting providers with various requests, problem-solving through resolution
- Coordinating with field Care Team staff for issue elevation and resolution
- Maintaining up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
- Successfully utilizing all available resources to handle inquiries and multitask
- Meeting or exceeding individual and departmental quality standards, achieving performance goals
- Adhering to, keeping updated on, and utilizing company guidelines, policies, and procedures
- Prioritizing and adjusting individual workload to ensure departmental goals are met
- Assuming responsibility for ad hoc projects or functions that promote the future success of the operation
Essential Qualifications
To excel in this role, you'll need:
- A High School Diploma or GED, or 10 years of equivalent working experience
- 2 years of Customer Service experience
- To be at least 18 years old
- The ability to type a minimum of 40 words per minute
- The ability to work two evening shifts per week (typically 11am-8pm EST)
- The ability to work three holidays not observed by the client (Day after Thanksgiving, Christmas Eve, New Year's Day)
- The ability to successfully complete Customer Service training classes and demonstrate proficiency
- The ability to work any of our 8-hour shift schedules during normal business hours (8:00am - 8:00pm CST), with occasional overtime as needed
Preferred Qualifications
While not required, the following qualifications can give you a competitive edge:
- 1 year of prior experience in an automatic call distribution call center setting
- Knowledge of CPT/ICD10 coding
- Knowledge of Medicare/Medicaid guidelines
Telecommuting Requirements
As a remote Customer Service Representative, you'll need to:
- Keep all company-sensitive documents secure
- Establish a dedicated work area that's separate from other living areas and provides information privacy
- Live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills
To succeed in this role, you'll need to demonstrate:
- The ability to quickly build rapport and respond to customers in a compassionate manner
- Skillful listening, collecting relevant information, and determining immediate requests and future needs
- A proficient problem-solving approach to assessing current state and formulating recommendations
- The ability to translate healthcare-related jargon and complex processes into simple, step-by-step instructions
- Flexibility to customize your approach to meet various member communication styles and personalities
- Proficient conflict management skills, including the ability to resolve issues in stressful situations and demonstrate personal resilience
- The ability to work regularly scheduled shifts, including the training period, with flexibility to adjust daily schedules and work overtime or weekends as needed
What We Offer
At blithequark, we offer a comprehensive benefits package, including:
- A competitive hourly rate ($16.00 - $27.31 per hour for California, Colorado, Connecticut, Nevada, New York, New Jersey, Washington, and Rhode Island residents)
- Incentive and recognition programs
- Equity stock purchase and 401k contribution (subject to eligibility requirements)
- Opportunities for career growth and development
- A dynamic and supportive work environment
Our Commitment to Diversity and Inclusion
At blithequark, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're an Equal Employment Opportunity/Affirmative Action employer, and we welcome applicants from all backgrounds. We believe that diversity creates a healthier atmosphere, and we're dedicated to mitigating our impact on the environment and enabling equitable care that addresses health disparities and improves health outcomes.
Join Our Team
If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you'll be part of a dynamic team that's shaping the future of healthcare. With comprehensive training, ongoing support, and opportunities for growth and development, you'll be empowered to succeed and make a meaningful difference.
Don't miss this chance to join our team and start doing your life's best work. Apply today!
Apply Now