Transforming Healthcare through Compassionate Customer Service
At blithequark, we're on a mission to simplify the healthcare experience, create healthier communities, and remove barriers to quality care. We're looking for a dedicated and compassionate Customer Service Representative to join our team and help us make a difference in the lives of millions of people. As a national remote opportunity, you'll have the flexibility to work from anywhere within the U.S. and be part of a dynamic team that's shaping the future of healthcare.
About the Role
As a Customer Service Representative at blithequark, you'll be the primary point of contact for our members and providers, providing accurate, professional, and personalized support to resolve their queries and concerns. Your compassion, customer service expertise, and our comprehensive training and support will ensure your success in this critical role. You'll be working in a fast-paced environment, responding to calls, reviewing and researching healthcare claims, and ensuring that every interaction is an opportunity to improve the lives of our customers and exceed their expectations.
Key Responsibilities
- Address and resolve customer service calls empathetically and professionally, ensuring first-call resolution whenever possible
- Accurately document, research, and resolve all inquiries, maintaining clear and complete records
- Respond to and resolve inquiries on the first call by identifying the topic and type of assistance required, utilizing all available resources
- Monitor and expeditiously close inquiries that require follow-up, based on departmental guidelines
- Refer unresolved inquiries and grievances to designated areas for investigation and resolution
- Own problems through resolution on behalf of the caller, either in real-time or through comprehensive and timely follow-up with support resources
- Intervene with care providers on behalf of participants, assisting with appointment scheduling, access to care issues, and other concerns
- Assist providers with various requests, problem-solving through resolution whenever possible
- Coordinate with field Care Team staff for issue elevation and resolution
- Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
- Successfully utilize all available resources to handle inquiries and multitask effectively
- Meet or exceed individual and departmental quality standards, achieving performance goals and contributing to the success of the operation
Essential Qualifications
- High School Diploma or equivalent; 10+ years of equivalent working experience also considered
- 2+ years of customer service experience, with a proven track record of delivering exceptional support
- Must be 18 years of age or older
- Ability to type a minimum of 40 words per minute
- Ability to work two evening shifts per week (typically 11am-8pm EST) and three holidays not observed by the client
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
- Flexibility 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
- 1+ year of prior experience in an automatic call distribution call center setting
- Knowledge of CPT/ICD10 coding and Medicare/Medicaid guidelines
Telecommuting Requirements
- Ability to maintain the security and confidentiality of company-sensitive documents
- Dedicated work area established, separated from other living areas, and providing information privacy
- High-speed internet connection or existing high-speed internet service
Soft Skills
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner, exceeding their expectations
- Proficient problem-solving approach to assess current state and formulate recommendations
- Ability to translate healthcare-related jargon and complex processes into simple, step-by-step instructions
- Flexibility to customize approach to meet various member communication styles and personalities
- Proficient conflict management skills, with the ability to resolve issues in stressful situations and demonstrate personal resilience
Career Growth and Development
At blithequark, we're committed to your growth and development. You'll be rewarded and recognized for your performance, and you'll have opportunities to develop new skills and advance in your career. Our comprehensive training program will equip you with the knowledge and expertise needed to succeed in your role, and our supportive team will be there to guide you every step of the way.
Work Environment and Culture
As a national remote opportunity, you'll have the flexibility to work from anywhere within the U.S. Our company culture is built on a foundation of compassion, innovation, and teamwork. We're committed to creating a diverse and inclusive environment that values different perspectives and experiences.
Compensation and Benefits
We offer a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this role is $16.00 - $27.31 per hour, depending on factors such as education, work experience, and certifications.
Join Our Mission
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we want to hear from you. At blithequark, we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. We're an Equal Employment Opportunity/Affirmative Action employer, and we welcome applications from diverse candidates.
Apply now and join our team of dedicated professionals who are shaping the future of healthcare. Take the first step towards a rewarding career with blithequark, where you'll have the opportunity to do your life's best work.
Apply Now