Introduction to blithequark and the Role
At blithequark, we are dedicated to revolutionizing the way healthcare services are delivered, focusing on innovative telehealth solutions that keep patients, pharmacies, and partners connected and moving forward. As a key member of our customer service team, you will play a vital role in ensuring seamless multi-channel support, resolving issues efficiently, and protecting our partner service level agreements (SLAs) without disrupting operations. We are seeking a calm, precise, and skilled communicator who excels in documenting interactions and closing the loop, ensuring that every patient and partner receives the highest level of care and support.
Key Responsibilities
In this part-time customer service associate position, your primary goal will be to provide exceptional support to our patients, pharmacies, and partners through various channels, including email, phone, and ticketing systems. Your responsibilities will include:
- Handling inbound and outbound contacts via email, ticketing, and phone, providing timely and clear updates to ensure that all queries are addressed promptly and professionally.
- Triage and route issues using our tagging and escalation matrices in Jira and Slack, ensuring that all issues are directed to the right teams for resolution and that our SLAs are protected.
- Monitoring queues and escalating real-time risks to prevent any operational disruptions and ensure continuous service delivery.
- Resolving pharmacy and prescription-related questions, including receipt checks, resend requests, and clarifications with clinicians, and communicating next steps clearly to patients and pharmacies.
- Assisting with scheduling and rescheduling appointments on partner or blithequark platforms, sending confirmations using approved language to ensure consistency and compliance.
- Capturing detailed internal notes and patient-facing summaries, utilizing internal macros to standardize replies, and proposing new snippets or standard operating procedure (SOP) updates when patterns are identified to continuously improve our support processes.
- Maintaining the highest standards of HIPAA compliance at every step, including identity verification, least-necessary-information sharing, and secure systems usage to protect sensitive patient information.
Schedule and Coverage
This part-time position requires flexibility to work evenings and weekends, with the primary schedule including:
- Evenings: 4:00 p.m.–9:00 p.m. CT, weekdays.
- Weekends: Rotating blocks on Saturdays and Sundays.
In addition to your primary schedule, you will have the flexibility to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes in demand, launches, paid time off (PTO), or system outages, ensuring that our support services are always available when needed. Your training will be conducted primarily on Mondays through Fridays, roughly between 6:00 a.m.–8:00 p.m. CT, with some evening and weekend shadowing to cover the scenarios you will support.
Work Location and Setup
This role is remote, and you must be located within the continental United States, as our partner contracts require work to be performed within U.S. territory. blithequark will provide you with the necessary company equipment. You will need to have reliable high-speed internet and a private, HIPAA-suitable workspace to perform your duties securely and efficiently.
Requirements for Success
To excel in this role, you should have:
- 3-5 years of experience in customer support, with a background in healthcare, telehealth, pharmacy, medical office, or insurance being highly beneficial.
- Strong written and verbal communication skills, with the ability to remain steady under pressure and provide friendly yet concise support.
- Comfort and proficiency in navigating multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace.
- A detail-oriented approach, with a focus on following established playbooks and continuously improving them based on your experience and insights.
No degree is required if your experience demonstrates a good fit for the role, as we prioritize skills and experience over formal education.
Benefits of Joining blithequark
By joining blithequark as a customer service associate, you will enjoy a range of benefits, including:
- Flexible scheduling within the posted shifts, with two to four-week schedule visibility to help you plan your personal and professional life.
- Equipment provided by blithequark to ensure you have the tools you need to perform your job effectively.
- Opportunities for skill growth through hands-on experience with telehealth operations, ticketing, and cross-functional collaboration, helping you develop a versatile skill set.
- Clear playbooks and real-time coaching, along with steady opportunities to propose SOP improvements, ensuring that you are always supported and empowered to contribute to process enhancements.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a customer service associate, you will have access to:
- Continuous training and coaching to enhance your skills and knowledge in customer service, telehealth operations, and related technologies.
- Opportunities to take on additional responsibilities and contribute to special projects, helping you expand your professional portfolio and prepare for future roles.
- A collaborative and supportive work environment that encourages innovation, creativity, and open communication, ensuring that your ideas and contributions are valued and recognized.
Work Environment and Company Culture
blithequark prides itself on a dynamic and inclusive company culture that values diversity, equity, and inclusion. Our team is passionate about delivering exceptional healthcare services and making a positive impact on the lives of our patients and partners. As a member of our team, you will be part of a vibrant community that:
- Fosters open communication, transparency, and feedback, ensuring that every voice is heard and valued.
- Encourages innovation and creativity, providing the freedom to explore new ideas and approaches.
- Supports work-life balance, recognizing the importance of personal well-being and happiness in achieving professional success.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, along with a range of perks and benefits designed to support your well-being and career growth. These include:
- A comprehensive benefits package that may include health insurance, retirement plans, and paid time off, depending on your location and employment status.
- Access to cutting-edge technologies and tools, ensuring that you have the best resources available to perform your job efficiently and effectively.
- Opportunities for professional development and education assistance, helping you achieve your long-term career goals.
Conclusion and Call to Action
If you are a motivated and customer-focused individual looking for a challenging and rewarding role in a dynamic telehealth environment, we encourage you to apply for the customer service associate position at blithequark. With your skills and experience, you can make a significant difference in the lives of our patients and partners, while also growing your career and achieving your professional goals. Join our team today and become part of a innovative and compassionate community that is shaping the future of healthcare delivery.
Apply Now