Experienced Customer Service Representative – Remote Opportunity at blithequark

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our growing team of Customer Service Professionals at blithequark, a leading not-for-profit healthcare organization dedicated to advancing medical discoveries and providing exceptional care.

About blithequark

At blithequark, we believe that high-performing teams drive groundbreaking medical discoveries. As a not-for-profit organization, we support patient care, research, teaching, and community service, striving to provide exceptional care to our patients and communities. Our commitment to excellence is reflected in our comprehensive benefits package, career advancement opportunities, and recognition programs designed to celebrate your contributions and support your professional growth.

The Opportunity

As a Customer Service Professional at blithequark, you will be the primary point of contact for our members, providers, and other key stakeholders, focusing on exceptional customer satisfaction and first call resolution. You will interact with customers to provide information and troubleshoot complex issues in response to inquiries about coverage, benefits, services, and handle and resolve complaints. Your exceptional customer service skills and communication abilities will be the foundation of your success in this role.

Key Responsibilities

* Serve as the primary liaison for members and providers for all lines of business, including MassHealth and Commercial members, regarding general program inquiries such as eligibility verifications, authorizations, referrals, claims, material fulfillment, address changes, and Primary Care Physician assignments, as well as member-related policy and procedures.

• Handle and demonstrate skills in handling benefits, claims, and eligibility calls for the member and provider population.
• Identify customer issues/concerns rapidly and precisely, research required information using available resources, and triage when necessary.
• Handle and resolve customer inquiries and complaints, exhausting all efforts within your scope before requesting assistance.
• Identify and escalate priority issues to create efficiencies.
• Initiate follow-up customer calls where necessary.
• Complete call logs to record customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Refer customer grievances and appeals to designated departments for further investigation.
• Act as the primary representative for blithequark for our customers, focusing on first call resolution and customer engagement.
• Anticipate and meet, or exceed, internal and/or external customer expectations and requirements; establish and maintain effective relationships with customers and gain their trust and respect.

Essential Qualifications

* Exceptional customer service skills and exceptional communication abilities.

• High School Diploma or Equivalent required; Associate's Degree in Healthcare Management preferred.
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Strong problem-solving and critical thinking skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to maintain confidentiality and handle sensitive information.

Preferred Qualifications

* Experience in a customer service or healthcare-related field.

• Knowledge of healthcare policies and procedures.
• Experience working with electronic health records (EHRs) and other healthcare software systems.
• Bilingual or multilingual skills.

Skills and Competencies

* Customer Service Behavior Competencies: + Flexibility/Adaptability/Willingness/Team Player/Positive Attitude + Relationship Building/Caring/Service Excellence/Accountability/Critical Thinking

• Strong communication and interpersonal skills.
• Ability to work in a team environment and build effective relationships with customers and colleagues.
• Strong problem-solving and critical thinking skills.
• Ability to maintain confidentiality and handle sensitive information.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience, education, certifications, and other essential factors. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums, and bonuses as applicable, and recognition programs designed to celebrate your contributions and support your professional growth.

Work Environment and Company Culture

Our team works from home across many states, and we have over 10 spots open for our October start date. Our growing remote team stays connected weekly and daily with video meetings. We believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience, education, certifications, and other essential factors.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $19.42 - $27.74, depending on your skills and experience. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums, and bonuses as applicable, and recognition programs designed to celebrate your contributions and support your professional growth.

Equal Employment Opportunity

blithequark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

How to Apply

If you are a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity at blithequark. Please submit your application through our website, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. Apply for this job