Experienced Customer Service Representative – Delivering Exceptional Healthcare Experience for Members and Clients on the East Coast Time Zone

At blithequark, we're committed to revolutionizing the way people experience healthcare. As a Customer Service Representative, you'll play a vital role in building trusting relationships with our members, plan sponsors, and providers. Your exceptional communication and problem-solving skills will enable you to deliver tailored solutions that enhance their healthcare experience. If you're passionate about providing outstanding customer service and have a knack for understanding the needs of others, we want to hear from you!About blithequarkblithequark is a leading healthcare company dedicated to improving the lives of our members and clients. We're a dynamic and innovative organization that values collaboration, empathy, and continuous learning. Our mission is to provide exceptional healthcare experiences that inspire trust, confidence, and well-being. As a Customer Service Representative, you'll be part of a talented team that's passionate about making a difference in the lives of others. ResponsibilitiesAs a Customer Service Representative, your primary responsibilities will include:* Answering questions and resolving issues as a single point of contact for plan sponsors, members, and providers through effective communication and problem-solving.* Building trusting and caring relationships with members to fully understand their needs and deliver tailored solutions that enhance their healthcare experience. * Anticipating customer needs and providing related information to answer unasked questions, ensuring that our members receive the support they need to manage their health. * Utilizing the customer service threshold framework to make financial decisions that resolve member issues and provide a positive experience. * Educating and assisting customers on various elements of benefit plan information and available services, empowering them to make informed decisions about their healthcare.* Identifying member needs beyond the initial inquiry by asking probing questions and providing solutions that address their underlying concerns. * Resolving issues with limited management intervention, demonstrating your ability to work independently and make sound decisions. * Providing education to members to support them in managing their health, promoting healthy habits and wellness. * Responding quickly to meet customer needs and resolve problems while avoiding over-committing, ensuring that our members receive timely and effective support.* Processing claim referrals, new claim hand-offs, and escalating issues as appropriate, maintaining accurate records and communicating effectively with internal stakeholders. * Initiating outreach/welcome calls to ensure expectations are met or exceeded, fostering a positive and supportive experience for our members. * Identifying trends and emerging customer service issues and developing solutions that address their needs, driving continuous improvement and excellence. * Partnering with other departments to deliver client-specific presentations, showcasing our expertise and commitment to exceptional customer service.* Coordinating efforts internally and across departments to resolve service issues and develop process improvements, demonstrating your ability to collaborate and drive results. * Working collaboratively with colleagues to deliver the best customer experience, promoting a culture of teamwork and mutual respect. * Seeking to understand the customer, including their circumstances, problems, expectations, and needs, and using this insight to provide personalized solutions. * Asking probing questions to identify underlying customer needs and transitioning conversations to explore possibilities for extending customer interactions.* Guiding members to appropriate health resources and offering alternatives where appropriate, empowering them to make informed decisions about their healthcare. * Acting with the best interest of the customer in mind during all interactions, demonstrating your commitment to exceptional customer service. RequirementsTo succeed as a Customer Service Representative, you'll need:* Customer service experience in a transaction-based environment such as a call center or retail location, with a proven track record of delivering exceptional customer experiences.* Demonstrated ability to be empathetic and compassionate, with a strong understanding of the needs and concerns of our members. * Effective organizational skills and ability to manage multiple tasks, prioritizing and completing tasks efficiently and effectively. * Effective communication skills, both verbal and written, with the ability to articulate complex information in a clear and concise manner. * High School Diploma required, with a strong foundation in communication, problem-solving, and customer service.Nice-to-haves* Experience working in a healthcare environment or with a healthcare-related company. * Familiarity with customer service threshold frameworks and financial decision-making processes. * Certification in customer service or a related field, such as Certified Customer Service Representative (CCSR) or Certified Customer ExperienceProfessional (CCEP). * Experience working in a remote or virtual environment, with a strong understanding of technology and communication tools. BenefitsAs a valued member of our team, you'll enjoy a comprehensive benefits package that includes:* Medical, dental, and vision benefits to ensure your health and well-being.* 401(k) retirement savings plan to help you plan for your future. * Employee Stock Purchase Plan to give you a stake in our success. * Fully-paid term life insurance plan to provide peace of mind for you and your loved ones. * Short-term and long-term disability benefits to support you in times of need. * Well-being programs to promote your physical and mental health. * Education assistance and free development courses to help you grow and develop in your career. * bolthires store discount and discount programs with participating partners to save you money and enhance your shopping experience.* Paid Time Off (PTO) and paid holidays to give you time to relax and recharge. If you're passionate about delivering exceptional customer service and have a knack for understanding the needs of others, we want to hear from you! to of dedicated professionals who are committed to making a difference in the lives of our members and clients.