Experienced Provider Customer Service Call and Chat Representative – Remote in Tennessee
Are you passionate about delivering exceptional customer service and making a meaningful impact in the lives of millions of people? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join blithequark, a leading health care company dedicated to simplifying the health care experience and creating healthier communities.
As a Provider Customer Service Call and Chat Representative, you will play a vital role in supporting providers who care for our members. You will be responsible for providing timely and accurate responses to questions related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health, either through phone calls or concurrent chat. Your exceptional communication skills, problem-solving abilities, and empathy will enable you to build strong relationships with providers, resolve complex issues, and provide a seamless experience for our members.
About blithequark
At blithequark, we're committed to creating a healthier world by simplifying the health care experience. We believe that everyone deserves access to quality care, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone. We're proud to be an Equal Employment Opportunity / Affirmative Action employer, and we're committed to diversity, equity, and inclusion in all aspects of our business.
Primary Responsibilities
As a Provider Customer Service Call and Chat Representative, you will:
* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
* Service providers in a multi-channel environment, including call, concurrent chat, and other channels as required
* Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
* Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls/messages, escalations, and provider dissatisfaction
* Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
* Strongly multitask to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
* Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution
Required Qualifications
To be successful in this role, you will need:
* High School Diploma / GED or equivalent work experience
* Must be 18 years of age or older
* 1+ years of customer service experience with analyzing and solving customer's concerns
* Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
* Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need.
Preferred Qualifications
While not required, we prefer candidates with:
* Prior health care experience and knowledge of healthcare terminology
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools
Telecommuting Requirements
To work remotely, you will need to:
* Reside within the state of Tennessee
* 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.
Soft Skills
To succeed in this role, you will need to possess:
* Ability to multi-task, including the ability to type in multiple conversations
* Ability to resolve calls and messages, avoiding escalated complaints
* Time management skills
* Emotional Intelligence and Empathy
* Active Listening and Comprehension
* Excellent written communication skills
* Demonstrated problem-solving, organization, and interpersonal skills
* Demonstrated experience consistently achieving quality and productivity standards
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping you grow and develop your skills. As a Provider Customer Service Call and Chat Representative, you will have access to:
* 11 weeks of paid training, conducted virtually from your home
* Opportunities for career advancement and professional growth
* Access to ongoing training and development programs to enhance your skills and knowledge
* A dynamic and supportive work environment that encourages collaboration and innovation
Work Environment and Company Culture
At blithequark, we're proud of our inclusive and diverse work environment. We believe that everyone deserves to feel valued, respected, and supported. Our company culture is built on the principles of empathy, compassion, and excellence. We're committed to creating a workplace that is welcoming, inclusive, and supportive of all employees.
Compensation, Perks, and Benefits
As a Provider Customer Service Call and Chat Representative, you will be rewarded with:
* Competitive salary and benefits package
* Opportunities for career advancement and professional growth
* Access to ongoing training and development programs to enhance your skills and knowledge
* A dynamic and supportive work environment that encourages collaboration and innovation
* Recognition and rewards for outstanding performance and contributions to the team
Conclusion
If you're passionate about delivering exceptional customer service, making a meaningful impact in the lives of millions of people, and working in a dynamic, fast-paced environment, we invite you to join blithequark as a Provider Customer Service Call and Chat Representative. Apply today to start your journey with us and make a difference in the lives of our members and providers.