Introduction to blithequark
At blithequark, we are dedicated to providing top-notch customer experiences that exceed the expectations of our members and providers. As a leader in the healthcare industry, we strive to make a positive impact on the lives of those we serve. Our commitment to excellence is reflected in our values, which emphasize the importance of fairness, effectiveness, and compassion in all our interactions. If you are passionate about delivering exceptional customer service and making a difference in the lives of others, we invite you to join our team as a Customer Experience Representative III in a remote setting.
Job Summary
In this critical role, you will be responsible for providing stellar service to our blithequark members and providers, resolving issues and addressing needs in a fair and effective manner. You will demonstrate blithequark values in your actions, provide product and service information, and identify opportunities to improve our member and provider experiences. Your expertise will be essential in driving continuous quality improvements regarding member/provider engagement and retention. You will represent member/provider issues in areas involving member/provider impact and engagement, including Appeals and Grievances, Problem Research and Resolution, and the development/maintenance of Member/Provider Materials.
Key Responsibilities
- Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.
- Handle escalated calls on behalf of management, providing excellent customer service for all call center communication channels.
- Accurately document all member/provider communication, demonstrating attention to detail and a commitment to quality.
- Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
- Demonstrate a proven ability to quickly build rapport and respond to customers in a compassionate manner, identifying and exceeding customer expectations.
- Engage and collaborate with other departments, demonstrating a willingness to work together to achieve common goals.
- Take ownership of the call/issue and follow it through to resolution, on behalf of the customer, in real-time or through timely follow-up with the customer.
- Support member needs for a wide variety of inquiries and assistance involving their benefits, claims, premiums, and other areas, including complex issues.
- Support provider needs for a wide variety of inquiries and assistance involving claims, authorizations, appeals, contracting, credentialing, and other areas, including complex issues.
- Proficiently navigate three or more lines of business (e.g., Medicare, Medicaid, Marketplace, MMP) for member services, provider services, and member retention.
- Respond to incoming calls from providers on a variety of issues of varying complexity, including highly complex or executive issues.
- Complete research for state, legislative, or regulatory inquiries as applicable, demonstrating a commitment to staying up-to-date on industry developments.
Essential Qualifications
To be successful in this role, you will need:
- An Associate's Degree or equivalent combination of education and experience.
- 3-5 years of customer service or sales experience in a fast-paced, high-volume environment.
- Proficiency in systems utilized, including Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, and others as required by line of business or state.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse groups and individuals.
- A strong commitment to quality, customer satisfaction, and continuous improvement.
Preferred Qualifications
While not required, the following qualifications are preferred:
- A Bachelor's Degree or equivalent combination of education and experience.
- 5-7 years of customer service or sales experience in a fast-paced, high-volume environment.
- Broker/Healthcare insurance licensure or other relevant certifications.
- Experience working in a remote or virtual environment, with a proven ability to stay motivated and focused.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Representative III, you will have access to a range of training and development opportunities, including formal training programs, mentorship, and on-the-job learning. You will also have the opportunity to work with a talented and dedicated team, sharing knowledge and best practices to drive excellence in customer service.
Work Environment and Company Culture
Our remote work environment is designed to support your success, with a range of tools and resources available to help you stay connected and productive. At blithequark, we value diversity, equity, and inclusion, and we are committed to creating a workplace culture that is welcoming, respectful, and inclusive. We believe in the importance of work-life balance, offering flexible scheduling and a range of benefits to support your overall well-being.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a pay range of $13.41 - $29.06 per hour, depending on experience and location. Our benefits package includes a range of perks and benefits, such as medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer opportunities for professional growth and development, with a range of training and development programs available to support your career goals.
Conclusion
If you are passionate about delivering exceptional customer service and making a difference in the lives of others, we invite you to join our team as a Customer Experience Representative III in a remote setting. With a commitment to quality, customer satisfaction, and continuous improvement, you will be an integral part of our team, driving excellence in customer service and supporting the success of our members and providers. Apply today to take the first step in an exciting and rewarding career with blithequark!
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