Experienced Customer Service Advocate I – First-Line Support and Resolution Expert for Member and Provider Inquiries at blithequark

Introduction to blithequark and the Industry

At blithequark, we are dedicated to making a positive impact on the lives of our 28 million members. As a diversified, national organization, we offer a unique blend of competitive benefits, flexible work arrangements, and a dynamic work environment that fosters growth and development. The healthcare industry is rapidly evolving, and we are at the forefront of this change, driven by our commitment to delivering exceptional customer experiences. If you are passionate about helping others and making a difference, we invite you to join our team as a Customer Service Advocate I.

Job Overview

As a Customer Service Advocate I at blithequark, you will serve as the first-line advocate for our members and providers, focusing on resolving inquiries, issues, or concerns in a timely, accurate, and personalized manner. You will leverage various communication channels, including phone, live chats, and emails, to provide exceptional support and ensure that our members and providers receive the best possible experience. This is an exciting opportunity to work remotely from the comfort of your own home, and we require that you reside in Illinois.

Key Responsibilities

• Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner, ensuring that all interactions are handled with empathy and professionalism.
• Mitigate and prevent complaints from being escalated by resolving issues in the initial contact, demonstrating your ability to think critically and provide effective solutions.
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns, utilizing your knowledge and skills to provide personalized support and resolve basic problems.
• Communicate requested information regarding the assessment of member or provider needs, understand the cause of issues, and determine if problems need to be routed to other departments for further resolution, showcasing your ability to work collaboratively and effectively.
• Maintain performance and quality standards based on established contact center metrics, ensuring that you consistently meet or exceed expectations and contribute to the success of our team.
• Provide customer service in a high-paced contact center environment, demonstrating your ability to work well under pressure and manage multiple tasks simultaneously.
• Document all member or provider information and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications, ensuring that all interactions are accurately recorded and easily accessible.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance, demonstrating your commitment to excellence and your ability to work in a fast-paced, ever-changing environment.
• Perform other duties as assigned, showcasing your flexibility and willingness to adapt to changing circumstances and priorities.
• Comply with all policies and standards, ensuring that you consistently operate with integrity and adhere to the highest standards of professionalism.

Essential and Preferred Qualifications

To be successful in this role, you will need to possess a High School diploma or GED, and while previous experience is not required, it is preferred that you have some experience interacting and multitasking using multiple systems and programs simultaneously. You should be a strong communicator, both written and verbal, with excellent problem-solving skills and the ability to work well in a team environment. If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply.

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with members, providers, and colleagues.
• Strong problem-solving and analytical skills, with the ability to think critically and provide effective solutions.
• Ability to work well in a fast-paced, dynamic environment, with a strong focus on quality and attention to detail.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work collaboratively and effectively with others, including members, providers, and colleagues.
• Strong knowledge of customer service principles and practices, with a focus on delivering exceptional experiences.
• Ability to adapt to changing circumstances and priorities, with a strong focus on flexibility and resilience.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits to help you achieve your goals. You will have access to comprehensive training programs, mentorship opportunities, and a range of resources to help you develop your skills and advance your career. We believe in promoting from within, and we are committed to helping you achieve your full potential.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment, where everyone is valued and respected. We believe in fostering a culture of inclusivity, diversity, and equality, and we are committed to creating a workplace where everyone can thrive. You will be part of a talented and dedicated team, and you will have the opportunity to make a real difference in the lives of our members and providers.

Compensation, Perks, and Benefits

We offer a competitive pay range of $15.68 - $22.54 per hour, depending on your skills, experience, and qualifications. You will also have access to a comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. We believe in recognizing and rewarding our employees for their hard work and contributions, and we offer a range of perks and benefits to help you achieve a healthy work-life balance.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join our team as a Customer Service Advocate I. You will be part of a dynamic and supportive work environment, where everyone is valued and respected, and you will have the opportunity to make a real difference in the lives of our members and providers. Don't miss out on this chance to take your career to the next level and join a team that is dedicated to making a positive impact. Apply now to become a part of the blithequark team!