**Job Description:**
About blithequark
At blithequark, we're dedicated to delivering care and improving health outcomes for millions of people worldwide. As a global organization, we leverage technology to connect individuals with the care, pharmacy benefits, data, and resources they need to live healthier lives. Our culture is built on diversity, inclusion, and a passion for making a positive impact on the communities we serve. We're committed to advancing health equity on a global scale, and we invite you to join us on this mission.
Job Summary
We're seeking an experienced Full Stack Customer Service Representative to join our team of dedicated professionals. As a key member of our customer service team, you'll be responsible for providing exceptional support to our clients, resolving complex issues, and driving positive outcomes. This is a full-time, remote position, offering the flexibility to work from anywhere within the U.S. during our normal business hours of 8:00 AM – 5:00 PM PST.
Primary Responsibilities
As a Full Stack Customer Service Representative, you'll be responsible for:
- Demonstrating a deep understanding of internal and external factors that may drive caller questions and issues, such as recent plan changes, mass mailings, and weather emergencies.
- Asking appropriate questions and actively listening to identify underlying questions and issues, using root cause analysis techniques.
- Gathering relevant data and information to determine the scope and depth of each question or issue.
- Identifying and coordinating internal resources across multiple departments to address client situations and escalating to appropriate resources as needed.
- Proactively contacting external resources, such as providers, labs, and brokers, to address caller questions and issues.
- Utilizing knowledge resources, including websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, and Microsoft SharePoint, to drive resolution of applicable questions and issues.
- Communicating steps and solutions to callers, using problem-solving skills and established guidelines, where available.
- Offering additional options to provide solutions and positive outcomes for callers, such as online access to relevant information and additional plan benefits.
- Making outbound calls to resolve caller questions and issues, aiming to drive resolution on the first call whenever possible.
- Ensuring proper documentation of caller questions and issues, including research conducted and steps required for final resolution.
Required Qualifications
To be successful in this role, you'll need:
- A High School Diploma or equivalent work experience.
- To be at least 18 years old.
- At least 1 year of experience in a related environment, such as office, administrative, clerical, customer service, or a similar field, using phones and computers as primary job tools.
- Healthcare experience, including primary or specialty appointments or health plans.
- Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
- The ability to work any of our full-time, 8-hour shift schedules during our normal business hours of 8:00 AM – 5:00 PM PST from Monday to Friday, with occasional overtime as needed.
Preferred Qualifications
While not required, we welcome candidates with:
- Bilingual fluency in English and Spanish.
- Experience working in the EPIC system.
- Experience working in a remote position.
Telecommuting Requirements
As a remote employee, you'll need to:
- Keep all company-sensitive documents secure.
- Establish a dedicated work area that is separated from other living areas and provides information privacy.
- Live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service.
- Connect directly to the internet via a hard-wired connection (either directly to the modem or router).
- Adhere to blithequark's Telecommuter Policy.
Compensation and Benefits
As a valued member of our team, you'll enjoy:
- A competitive hourly pay rate, ranging from $16.00 to $27.69 per hour, based on full-time employment.
- A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401(k) contribution.
- A far-reaching choice of benefits and incentives, regardless of where or when you begin your career with us.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to your growth and development. You'll have access to:
- Weeks of paid on-the-job training, aligned with your schedule.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- A supportive and inclusive work environment that encourages collaboration and innovation.
Work Environment and Company Culture
As a remote employee, you'll be part of a dynamic and diverse team that values:
- Diversity, equity, and inclusion.
- Collaboration and teamwork.
- Continuous learning and growth.
- Flexibility and work-life balance.
Equal Employment Opportunity
blithequark is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Application Deadline
This job posting will be live for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
How to Apply
If you're passionate about delivering exceptional customer service and making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. Visit our website to submit your application and join our team of dedicated professionals at blithequark.
Apply Now