Introduction to blithequark
At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. As a leader in the healthcare industry, blithequark is seeking a talented and compassionate Provider Customer Service Call and Chat Representative to join our team and make a difference in the lives of millions of people.
Job Overview
The Provider Customer Service Call and Chat Representative will play a vital role in supporting providers who care for our members. As a key member of our customer service team, you will be responsible for providing exceptional support to healthcare providers via phone calls and concurrent chats, addressing their questions and concerns in a timely and professional manner. This is a full-time remote opportunity, allowing you to work from the comfort of your own home in New Mexico, with the flexibility to work any of our 8-hour shift schedules during our normal business hours.
Primary Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues in a timely and professional manner
- Provide exceptional customer service to healthcare providers via phone calls and concurrent chats, addressing their questions and concerns related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
- Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
- Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls or messages, escalations, and provider dissatisfaction
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Demonstrate strong multitasking skills, navigating more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types
- Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution
Requirements and Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma or equivalent work experience
- Must be 18 years of age or older
- 1 year of customer service experience, with a proven track record of analyzing and solving customer concerns
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Ability to type at a speed of greater than or equal to 35-40 words per minute, with an accuracy of 90%
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9:35 AM - 6:05 PM CST, from Monday to Friday, with occasional overtime, weekends, and/or holidays as needed
Preferred Qualifications
- Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
- Prior healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
To be eligible for this remote opportunity, you must:
- Reside within the state of New Mexico
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a reliable high-speed internet connection, with the ability to receive a blithequark-approved internet connection or leverage an existing high-speed internet service
Soft Skills and Competencies
To excel in this role, you will need to possess the following soft skills and competencies:
- Ability to multitask, including the ability to type in multiple conversations
- Ability to resolve calls and messages, avoiding escalated complaints
- Time management skills, with the ability to prioritize tasks and manage your time effectively
- Emotional intelligence and empathy, with the ability to understand and respond to the needs of healthcare providers
- Active listening and comprehension skills, with the ability to understand and respond to complex questions and concerns
- Excellent written communication skills, with the ability to communicate clearly and effectively via chat and email
- Demonstrated problem-solving, organization, and interpersonal skills, with the ability to work effectively with multiple internal partners
Career Growth and Development Opportunities
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to a range of training and development opportunities, including:
- 10 weeks of paid on-the-job training, with the opportunity to learn from experienced trainers and mentors
- Ongoing coaching and feedback, with regular performance reviews and opportunities for growth and development
- Opportunities for advancement, with the potential to move into leadership or specialized roles within the company
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive work environment, where everyone is valued and respected. Our company culture is built on a foundation of integrity, compassion, and excellence, with a focus on delivering exceptional customer service and making a positive impact on the lives of our members and the communities we serve.
Compensation and Benefits
As a Provider Customer Service Call and Chat Representative at blithequark, you will be eligible for a range of competitive compensation and benefits, including:
- A competitive salary and bonus structure, with opportunities for growth and development
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and paid time off
- A range of employee perks and discounts, including access to fitness classes, mental health resources, and employee recognition programs
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a positive impact on the lives of healthcare providers, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at blithequark, you will have the chance to work with a talented and dedicated team, develop your skills and knowledge, and make a real difference in the lives of our members and the communities we serve. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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