Experienced Customer Service Representative Lead – Delivering Exceptional Healthcare Support

Are you a customer service professional with a passion for delivering exceptional support to individuals seeking assistance with their healthcare needs? Do you thrive in a dynamic environment where you can utilize your expertise to drive results and make a meaningful impact? If so, we invite you to join blithequark as a Customer Service Representative Lead, where you will play a crucial role in shaping the customer experience and contributing to the overall mission of improving health outcomes for communities.About blithequarkblithequark is a leading healthcare organization dedicated to providing innovative solutions and exceptional support to individuals and communities. Our mission is to improve health outcomes by delivering high-quality, patient-centered care that is accessible, affordable, and compassionate. We are committed to fostering a culture of diversity, equity, and inclusion, where every individual feels valued, respected, and empowered to succeed. ResponsibilitiesAs a Customer Service Representative Lead at blithequark, you will be responsible for delivering exceptional customer service to callers seeking assistance with their healthcare needs.Your key responsibilities will include:* Serving as a Resource or Subject Matter Expert (SME): You will provide guidance and support to team members, sharing your expertise and knowledge to ensure that customer expectations are met. * Handling Escalated Calls: You will resolve complex customer issues in a one-and-done manner, utilizing your problem-solving skills and expertise to provide timely and effective solutions. * Answering Incoming Calls: You will respond to incoming phone calls from customers, identifying their needs and providing assistance in a timely and professional manner.* Active Listening and Documentation: You will ask appropriate questions, listen actively, and document required information in computer systems to ensure that customer issues are accurately recorded and addressed. * Intervening with Care Providers: You will work with care providers on behalf of customers to assist with appointment scheduling or connections with internal specialists. * Assisting Customers with Navigation: You will help customers navigate blithequark websites and encourage them to become self-sufficient in accessing information and resources.* Owning Problems to Resolution: You will take ownership of customer issues, resolving them in real-time or through comprehensive and timely follow-up. * Researching Complex Issues: You will research complex issues across multiple databases and work with support resources to resolve customer issues. * Providing Education and Status: You will provide education and status on previously submitted pre-authorizations or pre-determination requests. * Meeting Performance Goals: You will meet performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance.RequirementsTo be successful in this role, you will need to possess the following qualifications:* High School Diploma / GED: You must have a high school diploma or equivalent. * Age Requirement: You must be at least 18 years of age. * First Call ResolutionExperience: You must have experience in resolving customer issues in a first call resolution environment. * Call CenterExperience: You must have at least 9 months of previous call center experience. * Customer ServiceExperience: You must have at least 2 years of customer service experience analyzing and solving customer problems or 2 years of experience in an office setting environment using the telephone and computer as primary instruments.* Computer Skills: You must be familiar with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications. * Availability: You must be available to work full-time, Monday through Friday, with flexibility to work an 8-hour shift during the hours of 6:00 am - 6:00 pm MST. Nice-to-HavesWhile not required, the following qualifications are desirable:* Customer Service Representative (CSR)Experience: You may have 1+ years of experience as a Customer Service Representative or 1+ years of experience in an office setting, call center setting, or phone support role.BenefitsAs a valued member of the blithequark team, you will enjoy a comprehensive benefits package, including:* Comprehensive Benefits Package: You will receive a comprehensive benefits package that includes medical, dental, and vision coverage, as well as life insurance and disability benefits. * Incentive and Recognition Programs: You will be eligible for incentive and recognition programs that reward your hard work and dedication. * Equity Stock Purchase: You will have the opportunity to purchase equity stock in blithequark.*401k Contribution: You will be eligible for a 401k contribution program that helps you save for your future. If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we invite you to apply for the Customer Service Representative Lead position at blithequark. Please visit our website at to learn more about our company culture and values. To apply, click on the link below: We look forward to welcoming you to the blithequark team!