Experienced Full Stack Customer Care Specialist – Medical Billing and Insurance Support, Fully Remote in the US

About blithequark

blithequark is a pioneering leader in Digital Transaction Processing, revolutionizing the way medical providers and payers manage their billing and payment processing needs. With a strong presence in the industry, blithequark has established itself as a trusted partner for healthcare professionals and insurance companies alike. By providing innovative solutions, blithequark enables its clients to streamline their billing operations, improve payment cycles, and reduce frictional costs.

As a world-class organization, blithequark is committed to delivering exceptional customer support and service. With a vast network of 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide, blithequark has solidified its position as the leading connectivity solution in the market.

Job Summary

We are seeking an experienced and customer-focused Full Stack Customer Care Specialist to join our Client Support Division. As a key member of our team, you will be responsible for providing top-notch support to new and existing payers and providers, ensuring seamless account setup, maintenance, and acceptance and delivery of medical bills, payments, and other insurance-related processes.

Key Responsibilities

• Respond to customer inquiries via phone or email, providing timely and effective solutions to their concerns.
• Escalate and monitor issues that require coordination and follow-up with internal departments (e.g., development, operations, engineering) and external business partners/clients.
• Create and monitor Code Red (escalated/critical) issues to determine the necessary communication and ensure prompt resolution.
• Reproduce issues on behalf of customers and assist in verifying fixes, account setup, and other related tasks.
• Accurately document all communications, research documentation, and relevant information in the Client Support ticketing system (Zendesk).
• Evaluate and resolve problems in a timely and efficient manner, ensuring minimal downtime and optimal customer satisfaction.
• Consistently provide customers with status updates for outstanding inquiries and issues, ensuring transparency and trust.
• Direct and escalate requests internally for unresolved issues, collaborating with internal teams to find solutions.
• Obtain all relevant information with a strong level of detail to effectively handle inquiries and provide solutions.
• Develop and maintain rapport with customers, building strong relationships and trust.
• Identify trends for process improvement, contributing to the ongoing enhancement of our customer support services.
• Perform other duties as requested by management, demonstrating flexibility and adaptability.

Essential Qualifications

Experience and Skills

• 3+ years of experience in a call center or customer care environment, with a strong background in providing exceptional customer support.
• Experience with medical billing and insurance-related processes, with a solid understanding of the workers' compensation and/or group health insurance industry.
• Proficiency with Microsoft Office Suite Products, with strong technical skills and adaptability.
• Proven technical experience, with demonstrated troubleshooting and analytical skills.
• Exceptional multitasking skills, with the ability to prioritize issues and requests effectively.
• Verbal and written communication skills must be professional and polished, with a strong sense of urgency in addressing and responding to issues.

Desired Competencies

• Excellent interpersonal and communication skills, with the ability to translate complex technical issues to non-technical stakeholders.
• Adaptive listening skills, with the ability to understand and address customer concerns effectively.
• Thorough attention to detail and accuracy, ensuring high-quality documentation and issue resolution.
• Ability to work independently with minimal supervision, while also thriving in a dynamic team environment with limited structure.
• Understanding of X-12 File formats and experience working in an online customer service ticketing system for email and phone inquiries are desirable.
• Bi-lingual (Spanish) skills are a plus, with a strong emphasis on effective communication and customer satisfaction.

What We Offer

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Care Specialist, you will have access to ongoing training and support, enabling you to enhance your skills and advance in your career.

Work Environment and Culture

We offer a dynamic and supportive work environment, with a strong emphasis on teamwork, collaboration, and employee satisfaction. As a fully remote position, you will have the flexibility to work from anywhere in the US, with the opportunity to connect with our team and contribute to our mission.

Compensation and Benefits

We offer a competitive compensation package, with a range of benefits and perks designed to support your well-being and financial security. While specific details may vary, you can expect a comprehensive benefits package, including:

• Competitive hourly rate
• Full-time position with opportunities for growth and advancement
• Comprehensive benefits package, including medical, dental, and vision coverage
• Paid time off and holidays
• Opportunities for professional development and training

How to Apply

If you are a motivated and customer-focused professional with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team and contribute to the success of blithequark.

Don't miss this chance to be part of a world-class organization and make a meaningful impact in the healthcare industry. Apply now and take the first step towards a rewarding and challenging career with blithequark!