Experienced Customer Service Representative – National Remote Opportunity for Compassionate and Results-Driven Professionals

Welcome to blithequark

At blithequark, we are dedicated to simplifying the health care 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.

About the Role

We are seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative at blithequark, you will play a critical role in creating a quality experience for our members and providers by providing accurate, professional, personalized, compassionate help, guidance, and support. You will be responsible for addressing and resolving customer service calls empathetically and professionally, accurately documenting and researching inquiries, and responding to and resolving inquiries on the first call.

Key Responsibilities

• Address and resolve customer service calls empathetically and professionally
• Accurately document, research, and resolve all inquiries ensuring documentation is clear and complete
• Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs
• Monitor and expeditiously close any inquiries which require follow-up based on departmental guidelines
• Refer unresolved inquiries/Grievances to designated areas for investigation
• Own problem through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues
• Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
• Assist providers with all levels of requests, ability to problem-solve 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
• Successfully utilize all resources available to handle inquiries/multitask
• Meet or exceed individual and departmental quality standards/achieve performance goals
• Adhere, keep updated, and utilize all company guidelines, policies, and procedures
• Prioritize and adjust individual workload to ensure departmental goals are met
• Assume responsibility for ad hoc projects or functions that promote the future success of the operation

Requirements and Qualifications

To be successful in this role, you will need to have a high school diploma or equivalent, or 10+ years of equivalent working experience. You will also need to have at least 2 years of customer service experience and be able to type a minimum of 40 words per minute. Additionally, you will need to be able to work two evening shifts per week and three holidays not observed by the client.

Preferred Qualifications

• 1+ years prior experience in an automatic call distribution call center setting
• Knowledge of CPT/ICD10 coding
• Knowledge of Medicare/Medicaid guidelines

Soft Skills

We are looking for individuals who have a demonstrated ability to quickly build rapport and respond to customers in a compassionate manner. You should be able to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member. You should also be proficient in problem-solving, able to translate healthcare-related jargon and complex processes into simple, step-by-step instructions, and have flexibility to customize your approach to meet all types of member communication styles and personalities.

What We Offer

At blithequark, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also provide weeks of on-the-job training to ensure your success in this role. Our training program is designed to provide you with the skills and knowledge you need to excel as a Customer Service Representative, and our supportive team is always available to help you with any questions or concerns you may have.

Work Environment and Company Culture

At blithequark, we are committed to creating a work environment that is inclusive, supportive, and respectful of all employees. We believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity/Affirmative Action employer. We are also committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Compensation and Benefits

The hourly range for this role is $16.00 - $27.31 per hour, depending on location and experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401k matching program and paid time off.

Conclusion

If you are a compassionate and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to helping people live healthier lives, and we believe that you can make a real difference in this role. Don't miss out on this chance to join our team and start doing your life's best work.