Experienced Provider Customer Service Call and Chat Representative – Healthcare Industry Expertise Required for Remote Arizona Role

Introduction to blithequark

At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and skilled Provider Customer Service Call and Chat Representative to join our team in a remote role based in Arizona. As a Provider Advocate, you will play a crucial role in serving as the primary point of contact for healthcare providers, resolving issues efficiently, and providing support through various channels like calls and chats. Your expertise and passion for delivering exceptional customer service will be essential in promoting self-service digital tools, enhancing provider satisfaction, and driving business results.

Key Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues efficiently and effectively
• Provide exceptional customer service to healthcare professionals, including physicians, clinics, and billing offices, through multiple channels such as calls, dual chats, and email
• Quickly and appropriately triage contacts from healthcare professionals, 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, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Navigate multiple systems, extracting necessary information to resolve and avoid issues across multiple lines of business, 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

Essential Qualifications

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age or older
• 1 year of customer service experience analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Available to work full-time (40 hours/week) Monday - Friday for any hours between 10:35am - 7:05pm CST, with flexibility to work occasional overtime, weekends, and/or holidays as business needs require

Preferred Qualifications

• Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
• Healthcare experience and knowledge of healthcare terminology

Telecommuting Requirements

• Remote work location within the state of Arizona
• 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

• Proficient in multitasking, including managing multiple conversations simultaneously
• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
• Strong time management skills
• High emotional intelligence and empathy
• Excellent active listening and comprehension abilities
• Exceptional written communication skills
• Demonstrated problem-solving, organizational, and interpersonal skills
• Proven track record of consistently achieving quality and productivity standards
• Typing speed greater than or equal to 35-40 WPM with accuracy of 90%

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to comprehensive training programs, including 11 weeks of paid training, to help you develop the skills and knowledge necessary to succeed in your role. You will also have opportunities to advance your career and take on new challenges, with a focus on promoting from within and developing our employees for future leadership roles.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse company culture. We believe that everyone deserves to be treated with respect and dignity, regardless of their background or circumstances. Our remote work environment is designed to be flexible and accommodating, with a focus on work-life balance and employee well-being. We offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution.

Compensation, Perks, and Benefits

The hourly pay for this role will range from $17.74 - $31.63 per hour, based on full-time employment. We comply with all minimum wage laws as applicable. In addition to your salary, you will be eligible for a range of benefits, including medical, dental, and vision insurance, life insurance, and disability insurance. You will also have access to our employee assistance program, which provides confidential counseling and support services.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team as a Provider Customer Service Call and Chat Representative. At blithequark, we are committed to making a positive impact on the lives of our customers and our communities, and we believe that you can play a key role in helping us achieve our mission. Apply today to start your journey with blithequark and take the first step towards a rewarding and challenging career in the healthcare industry.

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