Welcome to blithequark
At blithequark, we are dedicated to simplifying the healthcare 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, and compassionate help, guidance, and support. You will be the first point of contact for our members, and your goal will be to resolve their inquiries and issues on the first call, ensuring that every interaction is a positive one.
Key Responsibilities
- Address and resolve customer service calls empathetically and professionally
- Accurately document, research, and resolve all inquiries, ensuring that documentation is clear and complete
- Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs, utilizing all resources available
- Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines
- Refer unresolved inquiries/grievances to designated areas for investigation
- Own problems 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:
- High School Diploma/GED or 10+ years of equivalent working experience
- 2+ years of Customer Service experience
- Must be 18 years of age or older
- Ability to type a minimum of 40 words per minute
- Ability to work two evening shifts per week (typically 11am-8pm EST)
- Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day)
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
- Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime
Preferred Qualifications
- 1+ years prior experience in an automatic call distribution call center setting
- Knowledge of CPT/ICD10 coding
- Knowledge of Medicare/Medicaid guidelines
Telecommuting Requirements
To work remotely, you will need to:
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a high-speed internet connection that meets blithequark's requirements
- Be able to keep all company-sensitive documents secure
Soft Skills
We are looking for individuals who possess:
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations
- Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
- Proficient problem-solving approach to quickly assess the current state and formulate recommendations
- Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
- Flexibility to customize approach to meet all types of member communication styles and personalities
- Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrating personal resilience
Career Growth and Development
At blithequark, we are committed to helping our employees grow and develop in their careers. We offer:
- Comprehensive training programs to help you develop the skills and knowledge you need to succeed
- Opportunities for advancement and career growth
- A supportive and collaborative work environment that encourages innovation and creativity
- Recognition and rewards for outstanding performance
Work Environment and Company Culture
At blithequark, we are dedicated to creating a positive and inclusive work environment that values diversity and promotes equality. 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.
Compensation and Benefits
We offer a competitive salary and benefits package that includes:
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase and 401k contribution
- Opportunities for career growth and development
Conclusion
If you are a compassionate and results-driven individual who is passionate about making a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to helping our employees grow and develop in their careers, and we offer a supportive and collaborative work environment that encourages innovation and creativity. Don't miss out on this chance to join our team and start doing your life's best work.
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