Experienced Customer Care Representative – Claims I: Delivering Compassionate Solutions in a Dynamic Call Center Environment

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are ever the same? If so, we invite you to join the team at blithequark, a leading provider of employee benefits, absence management, and workforce productivity solutions. As an Experienced Customer Care Representative – Claims I, you will play a critical role in providing compassionate solutions to clients and claimants across the country.

About blithequark

At blithequark, we believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential. We are committed to fostering a work environment that values integrity, empowerment, compassion, collaboration, and fun. Our team members are our most important asset, and we strive to provide a competitive pay package and a range of benefits to help them thrive in their financial, physical, and mental wellbeing.

Job Responsibilities

As an Experienced Customer Care Representative – Claims I, you will be responsible for:

• Displaying a high level of compassion and empathy in every interaction, demonstrating accountability, respect, and reliability
• Providing exceptional customer service, responding to client and claimant inquiries in a timely and efficient manner
• Managing inbound calls for claimant-related leaves and/or Intake applications, and performing outbound voice work tasks related to selected clients and claimants
• Accurately filing and documenting client/claimant-specific information into the applicable system
• Adhering to all department standards and responding to client and claimant inquiries in a timely and efficient manner
• Consistently delivering exceptional customer service, measured by the results of our Quality Monitoring program
• Communicating effectively with all levels of management, demonstrating confidence, strong decision quality, and sound judgment when assisting claimants
• Resolving routine administrative technical issues for applicable source systems
• Answering related claims questions for applicable clients specific to the Intake process and reporting missed time
• Maintaining and protecting personal health information, adhering to HIPAA rules and regulations
• Demonstrating a strong work ethic, self-motivation, and ability to work well independently in a fast-paced, team-oriented environment

Key Competencies

To succeed in this role, you will need to possess the following key competencies:

• Strong customer service skills, including politeness, friendliness, and helpfulness
• Ability to type and talk, with proven patience and understanding
• Active listening skills, with a strong attention to detail
• Demonstrated compassion and ability to work independently and remotely
• Ability to communicate effectively in both verbal and written interactions, handling confidential information with utmost judgment and discretion
• Exceptional interpersonal communication skills and ability to work with a diverse workforce
• Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel, and Outlook)
• Ability to manage and meet departmental deadlines and key performance indicators
• Demonstrated ability in verbal and written skills, and reading comprehension
• Proven experience in providing quality customer service, preferably in a call center environment
• Knowledge of medical terminology preferred
• Experience using web-based programs
• High-speed home internet installed for Remote/Teleworker*

Work Environment

Our Customer Care Center operates 24 hours a day, 7 days a week, offering a variety of schedules due to our scope of coverage. As a Customer Care Representative, you must be available to work a scheduled shift between core business hours (Mon-Fri, 4am-8pm Arizona time) and be open to working some holidays. You will be required to work sitting in one place, taking calls and speaking for the entirety of your scheduled shift (excluding scheduled breaks and lunches).

Physical Requirements

This role requires:

• Sitting for prolonged periods of time
• Extensive typing and using primarily the fingers rather than the entire hand
• Visual acuity sufficient to perform activities such as preparing and analyzing data and figures, transcribing notes, viewing a computer terminal, and extensive reading
• Hearing sufficient to understand verbal instruction and answer telephones

Benefits and Compensation

As a valued member of our team, you will enjoy a competitive pay package and a range of benefits, including:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (including prescription drug coverage) to suit your unique needs
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company-provided Life & Disability Insurance to ensure financial protection when you need it most
• Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

How to Apply

If you are a customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at blithequark. Apply Job! Apply for this job