Join the blithequark Team: Transforming Healthcare and Enhancing Lives
blithequark is a global organization dedicated to delivering care and harnessing technology to help millions of people live healthier lives. Our mission is to connect people with the care, pharmacy benefits, data, and resources they need to feel their best. We are guided by a culture of diversity and inclusion, offering comprehensive benefits, talented peers, and career development opportunities. As a Customer Service Representative Lead, you will play a vital role in advancing health equity on a global scale and making a positive impact on the communities we serve.
About the Role
As a Customer Service Representative Lead at blithequark, you will support Call Center Supervisors and Managers, acting as a primary resource for agents responsible for representing our SMA provider's office through telephonic communication. Your responsibilities will include:
- Providing exceptional customer service and ensuring patient satisfaction
- Scheduling appointments and addressing general customer inquiries
- Assisting Call Center management in ensuring departmental efficiency and high-quality customer service
- Communicating procedural changes and guidelines to department staff
- Identifying and assessing talent for potential peer trainers and conducting training sessions
- Mentoring and coaching call center advocates to meet monthly metrics
- Resolving conflicts and ensuring accurate and timely communication of concerns to management
- Processing STAT priority referrals and maintaining accurate information
Key Responsibilities
Customer Service and Communication
- Execute customer service utilizing a professional tone and manner
- Provide excellent customer service and proper telephone etiquette
- Maintain thorough knowledge of state and federal laws that apply to the department
Leadership and Team Management
- Act as a primary resource for handling staff inquiries regarding policies and procedures
- Work with Supervisors to sustain high associate morale and motivation
- Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management
- Mentor and coach call center advocates to meet monthly metrics
Training and Development
- Identify and assess talent for potential peer trainers
- Conduct training for newly appointed peer trainers
- Acquire no more than 6 scheduling errors in the calendar year
- Remain accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ
Requirements and Qualifications
Essential Qualifications
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR Older
- Minimum 1+ years of experience in a Healthcare environment
- 1 year of experience as a team lead and/or training
- Working knowledge of computerized telephone systems and ACD
- Healthcare/Managed Care and/or insurance industry knowledge
- Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
- Knowledge of MS Office is required with emphasis on Excel
- Excellent interpersonal skills, oral, written, communication, and composition skills
- Ability to listen, document, and track problem areas
- Excellent leadership and time management skills
- Ability to work independently and with confidential information
- Must have initiative and maintain a positive attitude with supporting departmental goals and objectives
Preferred Qualifications
- Medical Terminology
- CPT and ICD-10 coding
- 1 year of experience in a call center
- Work experience as a team lead
What We Offer
Compensation and Benefits
blithequark offers a comprehensive benefits package, including:
- Competitive hourly rate: $19.47 - $38.08 per hour (Nevada Residents Only)
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
Career Growth and Development
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative Lead, you will have opportunities to:
- Develop leadership and management skills
- Enhance customer service and communication skills
- Participate in training and development programs
- Advance to new roles and responsibilities
Work Environment and Culture
blithequark is a global organization with a diverse and inclusive culture. We offer:
- Flexible work arrangements, including remote work options
- Opportunities for professional growth and development
- A collaborative and supportive work environment
- A culture guided by diversity and inclusion
How to Apply
If you are a motivated and customer-focused individual looking to make a positive impact in the healthcare industry, we encourage you to apply for this exciting opportunity as a Customer Service Representative Lead at blithequark.
Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
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