Introduction to blithequark and the Health Care Industry
At blithequark, we are dedicated to simplifying the health care experience and creating healthier communities. As a leader in the health care industry, we recognize the importance of providing exceptional support to providers who care for our members. Our mission is to make a positive impact on the lives of our members and the health care system as a whole. We are seeking a highly skilled and compassionate Provider Customer Service Call and Chat Representative to join our team of dedicated professionals.
Job Overview
As a Provider Customer Service Call and Chat Representative at blithequark, you will play a vital role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
Key Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
- Service providers in a multi-channel environment, including call and concurrent chat as required.
- Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
- Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
- Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/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 to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) 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.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma / GED OR equivalent work experience.
- Must be 18 years of age OR older.
- 1+ years of customer service experience with analyzing and solving customer's concerns.
- Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
- Ability to type at the speed of greater than or equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
Preferred Qualifications
While not required, the following preferred qualifications will make you a more competitive candidate:
- Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
- Prior health care experience and knowledge of healthcare terminology.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication skills: Ability to effectively communicate with providers, internal partners, and other stakeholders.
- Strong problem-solving skills: Ability to analyze complex issues and develop effective solutions.
- Ability to work in a fast-paced environment: Ability to prioritize tasks, manage multiple projects, and meet deadlines in a dynamic environment.
- Strong technical skills: Ability to navigate multiple computer systems, learn new applications, and troubleshoot technical issues.
- Collaboration and teamwork: Ability to work effectively with internal partners, providers, and other stakeholders to resolve issues and achieve common goals.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to a comprehensive 10-week paid training program, which will provide you with the skills and knowledge necessary to succeed in your role. Additionally, you will have opportunities for career development and advancement within the organization, as well as recognition for your performance and contributions to the team.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. As a remote employee, you will be part of a virtual team that values collaboration, open communication, and mutual respect. We offer flexible telecommuting options for those within a 60-mile commutable distance, as well as a comprehensive benefits package and opportunities for professional growth and development.
Compensation, Perks, and Benefits
As a Provider Customer Service Call and Chat Representative at blithequark, you will be eligible for a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. Our benefits package includes:
- 10 weeks of paid on-the-job training.
- Flexible telecommuting options for those within a 60-mile commutable distance.
- Opportunities for career development and advancement within the organization.
- Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off.
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a positive impact on the health care system, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at blithequark, you will be part of a dynamic team that values collaboration, open communication, and mutual respect. Don't miss out on this opportunity to join a leader in the health care industry and take your career to the next level. Apply today to become a part of the blithequark team!
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