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. 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 the lives of millions of people. With the flexibility to telecommute from anywhere within the U.S., you'll enjoy a dynamic work environment that challenges you to grow and develop your skills.
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 compassionate support to resolve their queries and concerns. Your expertise, combined with our comprehensive training and support, will enable you to deliver first-call resolution in a fast-paced, high-volume environment. You'll have the opportunity to make a meaningful difference in the lives of our customers, exceeding their expectations and creating a positive experience.
Key Responsibilities
- Address and resolve customer service calls empathetically and professionally, ensuring clear and complete documentation.
- Respond to and resolve inquiries on the first call, utilizing all available resources to identify the topic and type of assistance required.
- Monitor and expeditiously close inquiries that require follow-up, based on departmental guidelines.
- Refer unresolved inquiries and grievances to designated areas for investigation.
- Own problems through resolution on behalf of the caller, 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.
- 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.
- Meet or exceed individual and departmental quality standards, achieving performance goals.
- Adhere to company guidelines, policies, and procedures, prioritizing and adjusting individual workload to ensure departmental goals are met.
Essential Qualifications
- High School Diploma / GED OR 10+ years of equivalent working experience.
- 2+ years of Customer Service experience.
- 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).
- Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day).
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material.
- Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST, with occasional overtime as needed.
Preferred Qualifications
- 1+ years of prior experience in an automatic call distribution call center setting.
- Knowledge of CPT/ICD10 coding.
- Knowledge of Medicare/Medicaid guidelines.
Telecommuting Requirements
- Ability to keep all company-sensitive documents secure.
- Dedicated work area established, separated from other living areas, providing information privacy.
- Location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service.
Soft Skills
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner.
- Proficient problem-solving approach to quickly assess current state and formulate recommendations.
- Proficient in translating 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, including ability to resolve issues in stressful situations and demonstrating personal resilience.
Career Growth and Development
At blithequark, we're committed to your growth and development. As a Customer Service Representative, you'll have access to comprehensive training and support, enabling you to excel in your role. You'll also have opportunities to develop new skills, take on additional responsibilities, and advance your career within the organization.
Work Environment and Culture
As a remote employee, you'll enjoy the flexibility to work from anywhere within the U.S. You'll be part of a dynamic team that values compassion, empathy, and customer-centricity. Our culture is built on a foundation of diversity, equity, and inclusion, and we're committed to creating a work environment that's inclusive and supportive.
Compensation and Benefits
We offer a comprehensive benefits package, including competitive compensation, 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
At blithequark, we're dedicated to helping people live healthier lives and making the health system work better for everyone. We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. If you're passionate about making a difference in the lives of others, we invite you to join our team as a Customer Service Representative.
Equal Employment Opportunity
blithequark is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
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