Experienced Full Stack Customer Service Representative – Healthcare Call Center Support

Are you a customer service professional with a passion for delivering exceptional experiences to healthcare members? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we invite you to join blithequark's dynamic team as a Senior Customer Service Representative (SCSR) in our Lafayette-Remote Healthcare Call Center. About blithequark blithequark is a leading provider of innovative healthcare solutions, dedicated to making a positive impact on the lives of our members. Our company values are built on the principles of making a difference, helping first, straight talk, growth, and being a victor, not a victim. We're committed to fostering a culture of empathy, respect, and inclusivity, where our team members feel valued and empowered to excel. Job Summary As a Senior Customer Service Representative (SCSR) at blithequark, you will play a critical role in delivering exceptional customer experiences to Indiana Medicaid members. You will be responsible for managing a high volume of inbound and outbound calls, providing accurate and timely information, and resolving complex issues with empathy and professionalism. If you're a customer service rockstar with a passion for healthcare, we want to hear from you! Key Responsibilities * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment, providing accurate and timely information. * Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits. * Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner. * Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics. * Maintain accurate and up-to-date member records and documentation of all interactions in the call center system. * Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems. * Effectively utilize Interpretive Language Services for non-English speaking members. * Transfer calls to the client's call center as appropriate, assisting with client outreach requests and following up with supervisor on call resolution in a timely manner. Essential Functions * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment. * Meet individual and team performance goals. * Maintain member records throughout all databases. * Transfer calls to the client's call center as appropriate. Competencies * Working knowledge in Microsoft Office and auto dialer tools. * Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously. * Ability to accurately communicate summary information in a written format. * Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients. * Critical thinking and listening skills. * Independent problem identification/resolution and decision-making skills. * Conflict resolution and negotiation skills. * Empathetic and sincere, superior rapport building skills. * Excellent verbal communication skills. * Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met. * Ability to type at a minimum of 45 wpm. Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones. Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Position Type and Expected Hours of Work This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings. Travel No travel is expected for this position. Required Education and Experience * High school diploma or GED. Preferred Education and Experience * One or two years' experience in insurance. * Knowledge of Medicaid. * Experience with Artiva software. * Accounts Payable experience. * Bi-lingual. Additional Eligibility Qualifications * Ability to handle complex accounts with little to no assistance. * Ability to use the non-conformity to escalate issues. * Ability to pass a knowledge assessment. Benefits * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Application Question(s) * Do you have 1-2 years experience working in a call center environment? * Have you worked in a remote and/or hybrid position before? * Are you looking for full time or part time work? * How soon would you be available to start? * Are you able to perform weekend work if required? * Do you have experience working with Medicaid/Medicare? * This position pays $19 an hour. Does that meet your requirement? * What is the best email address to reach you at? * Were you referred for this position? Work Location Remote If you're a customer service superstar with a passion for healthcare, we invite you to join our dynamic team at blithequark. and take the first step towards a rewarding career in customer service!