Join blithequark in Revolutionizing Healthcare through Compassionate Customer Service
blithequark is a global organization that is transforming the healthcare landscape by harnessing the power of technology to aid in delivering care to millions of people worldwide. As a Senior Customer Service Representative at blithequark, you will be at the forefront of this mission, providing exceptional customer experiences that directly improve health outcomes. With a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities, blithequark offers a work environment that is both challenging and rewarding.
About the Role: Delivering Exceptional Customer Experiences
As a Senior Customer Service Representative, you will be the face of blithequark, compassionately delivering an exceptional experience to between 50 to 70 callers per day. You will not only resolve customer issues with empathy and professionalism but also serve as a resource or subject matter expert to your team members. This role is a unique opportunity to build strong relationships internally and externally, driving customer satisfaction and loyalty.
Primary Responsibilities: Key to Delivering Outstanding Customer Service
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers, providing guidance and support to ensure seamless issue resolution.
- Handle escalated calls, resolving complex customer issues in a one-and-done manner, ensuring timely and effective solutions.
- Answer incoming phone calls from customers, identifying their needs and providing personalized assistance with benefits, billing, authorizations, and explanations of benefits.
- Intervene with care providers on behalf of customers, facilitating appointment scheduling and connections with internal specialists when needed.
- Assist customers in navigating blithequark's websites, promoting self-sufficiency and confidence in managing their healthcare.
- Own problems through to resolution, either in real-time or through comprehensive follow-up, ensuring customer issues are fully addressed.
- Research complex issues across multiple databases, collaborating with support resources to resolve customer issues and partner with others to resolve escalated issues.
- Provide education and status updates on pre-authorizations or pre-determination requests, keeping customers informed throughout the process.
- Meet performance goals established for the position, focusing on efficiency, call quality, provider satisfaction, first-call resolution, and attendance.
What We Are Looking For: Essential and Preferred Qualifications
To succeed in this role, you will need:
Required Qualifications:
- High School Diploma or GED.
- Must be 18 years of age or older.
- Familiarity with computer and Windows PC applications, with the ability to learn new and complex computer system applications.
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material.
- Flexibility to work any full-time (40 hours/week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and Mon – Fri 8am – 11pm EST (April – September), with occasional overtime as needed.
Preferred Qualifications:
- 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role.
Telecommuting Requirements: Working Remotely with blithequark
As a national remote opportunity, this role requires:
- The ability to maintain the security of company-sensitive documents.
- A dedicated work area that is separated from other living areas and provides information privacy.
- A location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service.
Soft Skills: The Key to Success in this Role
To excel as a Senior Customer Service Representative at blithequark, you will need:
- The ability to multitask duties and understand multiple products and benefits within each product.
- Flexibility to work regularly scheduled shifts, including the training period, with the ability to adjust your daily schedule and work overtime and/or weekends as needed.
What blithequark Offers: Comprehensive Benefits and Career Growth
At blithequark, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements). Our compensation is competitive, with an hourly range of $16.54 - $32.55 per hour for California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C. residents. We also provide opportunities for career growth and development, enabling you to advance in your career and make a meaningful impact on the communities we serve.
Our Culture and Values: Diversity, Equity, and Inclusion
At blithequark, we are committed to diversity, equity, and inclusion, believing that everyone deserves the opportunity to live their healthiest life. We strive to mitigate our impact on the environment and enable equitable care that addresses health disparities and improves health outcomes. As an Equal Employment Opportunity/Affirmative Action employer, we welcome applicants from diverse backgrounds and perspectives.
Ready to Make a Difference with blithequark?
If you are passionate about delivering exceptional customer experiences and are committed to making a positive impact on people's lives, we encourage you to apply for this Senior Customer Service Representative role at blithequark. Join our team of dedicated professionals who are shaping the future of healthcare and empowering healthier lives. Apply today and start your journey with blithequark!
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