Experienced Full Stack Customer Service Representative – Concierge Support for Healthcare Members and Providers

Join the Team at blithequark: Delivering Exceptional Customer Experiences in Healthcare

blithequark is seeking a highly skilled and compassionate Customer Service Representative to join our team as a Concierge Support Specialist. As a leading provider of healthcare solutions, we are committed to delivering exceptional customer experiences that exceed expectations. If you have a passion for helping others, excellent communication skills, and experience in a fast-paced call center environment, we encourage you to apply for this exciting opportunity.

About blithequark

At blithequark, we are dedicated to revolutionizing the healthcare industry through innovative solutions and exceptional customer service. Our team of experts works tirelessly to ensure that our members and providers receive the support they need to navigate the complex healthcare landscape. We value a culture of empathy, integrity, and teamwork, and we are looking for individuals who share these values.

Job Summary

As a Customer Service Representative at blithequark, you will play a critical role in delivering concierge-level support to our healthcare members and providers. You will be responsible for handling a high volume of calls, responding to inquiries, resolving issues, and providing information on eligibility, benefits, and claims. If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to internal member customer calls to assist with eligibility information, member benefits, ordering materials, updating demographics, and problem-solving.
• Respond to internal provider customer calls to assist with eligibility information, claim status, and submission, auth inquiries, escalations, and provider benefits.
• Provide exceptional customer service, ensuring that all interactions are professional, courteous, and respectful.
• Utilize multiple systems, including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM, to resolve customer inquiries and issues.
• Document all customer interactions accurately and efficiently, ensuring that all relevant information is captured.
• Collaborate with colleagues and leadership to resolve complex issues and improve overall customer experience.

Performance Expectations

As a Customer Service Representative at blithequark, you will be expected to meet the following performance metrics:

• 95% Quality audits
• 97.5% conformance/90% adherence to schedule
• Handle time/hold time/ASA goals
• Strong typing skills/computer skills - on an average call, workers would use at least 3-4 systems
• Strong interpersonal skills- it is more than a contact center position/taking a phone call, the department is providing *concierge service*

Training and Onboarding

As a new Customer Service Representative at blithequark, your first day will include:

• Meeting with leadership to discuss expectations and goals
• Connectivity to systems and logging in
• Agenda and training expectations

During the 6-week training period, you will be required to:

• Attend training sessions from 8:00 AM to 4:30 PM PST, Monday to Friday
• Be available for some Saturday training if needed
• Pass a knowledge check(s) during training- 3 attempts. After a third failed attempt, we will terminate.

Requirements

To be successful in this role, you will need:

• 1+ years of RECENT Call Center Customer Service Experience
• Strong Typing Skills (40 WPM), Microsoft Office Skills (Excel, Word, Outlook) and Multitasking skills navigating multiple systems/monitors
• High-speed internet, quiet workspace at home to take calls, and GOOD ATTENDANCE
• Strong work history and job stability, No more than 1+ year gaps on the resume
• Knowledge of medical terminology, medical records retrieval, and Bilingual Spanish, preferred not required
• High School Diploma or GED required. Associate or bachelor's Degree preferred

What We Offer

At blithequark, we offer a competitive compensation package, including:

• $19.64 per hour
• 40 hours per week
• Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Work Environment and Culture

At blithequark, we value a culture of empathy, integrity, and teamwork. We offer a remote work environment, with the flexibility to work from home or a nearby office. Our team is committed to delivering exceptional customer experiences, and we are looking for individuals who share this passion.

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our team members. We offer opportunities for career advancement, training, and professional development. If you are looking for a challenging and rewarding role, we encourage you to apply.

How to Apply

If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!