Join the blithequark Team: Delivering Exceptional Customer Experiences and Making a Difference in Healthcare
blithequark is a global organization dedicated to delivering care and improving health outcomes through technology. We are seeking a compassionate and skilled Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you will have the opportunity to work remotely from anywhere in the U.S. and make a positive impact on the lives of millions of people. You will be part of a team that values diversity, inclusion, and career development, and offers comprehensive benefits and competitive compensation.
About blithequark
blithequark is a leading global organization that delivers care and improves health outcomes through technology. 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 delivering equitable care that addresses health disparities and improves health outcomes.
Job Summary
As a Senior Customer Service Representative, you will be responsible for delivering exceptional customer experiences to 50-70 callers per day. You will provide support to customers, answer questions, and resolve issues in a timely and professional manner. You will also serve as a resource and subject matter expert for other team members, and contribute to the development of a positive and inclusive team culture.
Key Responsibilities:
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving more complex customer issues in a one and done manner
- Answer incoming phone calls from customers and identify the type of assistance the customer needs
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating blithequark websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance
Requirements and Qualifications
Essential Qualifications:
- High School Diploma/GED
- Must be 18 years of age or older
- Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of Sun-Sat 8am-11pm EST (October-March) and shift Mon-Fri 8am-11pm EST (April-September). It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications:
- 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, OR phone support role
Soft Skills:
- Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
Telecommuting Requirements:
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a blithequark approved high-speed internet connection or leverage an existing high-speed internet service
Compensation and Benefits:
blithequark offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this position is $16.54-$32.55 per hour, depending on location and experience.
Career Growth and Development:
At blithequark, we are committed to the growth and development of our employees. We offer training and development programs, career advancement opportunities, and a supportive and inclusive work environment.
Work Environment and Culture:
blithequark is an Equal Employment Opportunity/Affirmative Action employer, and we celebrate diversity and inclusion in our workplace. We are committed to creating a healthy and positive work environment that supports the well-being of our employees.
How to Apply:
If you are a motivated and compassionate customer service professional looking to make a difference in healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to join our team.
blithequark is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
We look forward to hearing from you and exploring how you can contribute to our mission of helping people live healthier lives.
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