Experienced Customer Experience Representative – Inbound Remote Position for Delivering Exceptional Support and Service to Members and Providers

Introduction to blithequark

At blithequark, we are dedicated to providing top-notch healthcare services to individuals receiving government assistance. As a nationwide organization, we strive to make a positive impact in the lives of our members and providers. Our mission is built on a foundation of compassion, integrity, and a commitment to excellence. We are seeking a highly skilled and empathetic Customer Experience Representative to join our team, providing exceptional support and service to our members and providers in a fast-paced, remote environment.

Job Overview

As a Customer Experience Representative at blithequark, you will play a vital role in delivering stellar service and resolving issues in a fair and effective manner. You will be the primary point of contact for our members and providers, addressing their needs and concerns through various communication channels, including phone, chat, email, and off-phone work. Your goal will be to provide accurate and timely information, identify opportunities to improve our member and provider experiences, and demonstrate the values of blithequark in every interaction.

Key Responsibilities

• Provide service support to members and/or providers using multiple contact center communication channels, including phone, chat, email, and off-phone work, across various states and products, such as Medicaid, Medicare, and Marketplace business.
• Conduct surveys related to health assessments and member/provider satisfaction to gather valuable feedback and insights.
• Accurately document pertinent details related to member or provider inquiries, ensuring that all interactions are thoroughly recorded and up-to-date.
• Demonstrate ability to work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
• Quickly build rapport with customers and respond in an empathetic manner, identifying and exceeding customer expectations to deliver exceptional service.
• Listen attentively, capture relevant information, and identify member or provider inquiries and concerns, providing timely and effective resolutions.
• Meet or exceed individual performance goals established for the position, including call quality, attendance, adherence, and other contact center objectives.
• Proactively engage and collaborate with internal and external departments to resolve issues and improve overall customer experience.
• Take personal responsibility and accountability for providing resolutions in real-time or through timely follow-up with members and/or providers.
• Support provider needs for basic inquiries and assistance involving member eligibility, covered benefits, Provider Portal, and status of submitted claims.
• Effectively communicate in a professional setting, ensuring that all interactions are clear, concise, and respectful.

Qualifications and Requirements

To be successful in this role, you will need to possess a combination of education, experience, and skills that align with our requirements. These include:

Essential Qualifications

• High school diploma or equivalent combination of education and experience.
• 1-3 years of sales and/or customer service experience in a fast-paced, high-volume environment.

Preferred Qualifications

• Associate's degree or equivalent combination of education and experience.
• 1-3 years of experience in a related field, with preferred systems training in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.

Skill 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 effectively interact with members, providers, and internal stakeholders.
• Strong problem-solving and analytical skills, with the ability to resolve complex issues in a fair and effective manner.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
• Strong attention to detail, with the ability to accurately document interactions and maintain up-to-date records.
• Ability to work independently and as part of a team, collaborating with internal and external departments to achieve common goals.
• Strong technical skills, with the ability to navigate multiple systems and platforms, including contact center technology and software applications.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, designed to equip you with the skills and knowledge needed to succeed in your role.
• Ongoing training and development opportunities, including coaching, mentoring, and formal training programs.
• Opportunities for career advancement, with a clear path for progression and growth within the organization.
• Recognition and reward programs, designed to recognize and reward outstanding performance and contributions.

Work Environment and Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. As a Customer Experience Representative, you will be part of a dynamic and supportive team, with a culture that values:

• Collaboration and teamwork, with a focus on achieving common goals and objectives.
• Open communication and transparency, with regular feedback and coaching.
• Empathy and compassion, with a commitment to delivering exceptional service and support to our members and providers.
• Integrity and accountability, with a focus on doing what is right and taking personal responsibility for our actions.

Compensation and Benefits

At blithequark, we offer a competitive compensation and benefits package, designed to attract and retain top talent. This includes:

• Hourly rate of $20.29 - $28.82, with actual compensation varying based on geographic location, work experience, education, and/or skill level.
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and paid time off.
• Opportunities for career advancement and professional growth, with a clear path for progression and development.
• Recognition and reward programs, designed to recognize and reward outstanding performance and contributions.

Conclusion

If you are a motivated and empathetic individual, with a passion for delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a Customer Experience Representative at blithequark, you will be part of a dynamic and supportive team, with a culture that values collaboration, open communication, and empathy. With a competitive compensation and benefits package, opportunities for career growth and development, and a clear path for progression, this is an opportunity not to be missed. Apply today and join our team of dedicated professionals, making a positive impact in the lives of our members and providers.