Experienced Full Stack Customer Service Representative – Healthcare Provider Support

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark, a leading healthcare organization dedicated to simplifying the healthcare experience and creating healthier communities. As a Full Stack Customer Service Representative on our Provider Customer Services team, you will play a vital role in supporting healthcare providers who care for our members. You will be the advocate for these providers, demonstrating accountability and ownership to resolve issues, and providing exceptional service through multiple channels, including phone calls and concurrent chats.

About blithequark

At blithequark, we're committed to creating a healthier world, one community at a time. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to simplify the healthcare experience, making it more responsive, affordable, and equitable for all. We're a diverse and inclusive organization that values creativity, innovation, and collaboration.

Job Summary

As a Full Stack Customer Service Representative, you will be responsible for:

• Providing exceptional service to healthcare providers through multiple channels, including phone calls and concurrent chats
• Resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Collaborating with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool
• Multitasking to effectively and efficiently navigate multiple systems to extract necessary information to resolve and avoid issues

Responsibilities

* Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues

• Service providers in a multi-channel environment, including call and concurrent chat
• Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify the needs of the provider
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool

Requirements

* High School Diploma/GED or equivalent work experience

• 1+ years of customer service experience with 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
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Must be 18 years of age or older
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need.

Preferred Qualifications

* Prior healthcare experience and knowledge of healthcare terminology

• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

Telecommuting Requirements

* Reside within Eastern, Central, or Mountain Time Zone

• 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

* Ability to multi-task, including the ability to type in multiple conversations

• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem-solving, organization, and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

Compensation and Benefits

We offer a competitive hourly rate, ranging from $16.54 to $32.55 per hour, based on local labor markets, education, work experience, certifications, and other factors. In addition to your salary, blithequark offers a comprehensive benefits package, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution
• Paid time off and holidays
• Opportunities for career growth and professional development

Diversity, Equity, and Inclusion

At blithequark, we believe that diversity creates a healthier atmosphere. We are an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

About blithequark

At blithequark, we're committed to creating a healthier world, one community at a time. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to simplify the healthcare experience, making it more responsive, affordable, and equitable for all. We're a diverse and inclusive organization that values creativity, innovation, and collaboration.

Join Our Team

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we invite you to join our team at blithequark. Apply now and take the first step towards a rewarding career with a purpose. Apply for this job