Experienced Customer Experience Representative – Mental Health Services and GuidanceResources

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you have a knack for listening, empathy, and problem-solving? If so, we invite you to join blithequark, the world's largest provider of mental health services and GuidanceResources, as a Customer Experience Representative. At blithequark, we're committed to relentless innovation and a comprehensive approach to care, empowering employees to lead healthier and more productive lives while driving organizational excellence. Our personalized and fully integrated programs, including behavioral health, absence management, and wellness journeys, have earned us a reputation as a trusted partner for over 78,000 organizations and 163 million individuals across 200 countries. As a Customer Experience Representative, you'll be the face of blithequark, liaising between our healthcare providers and clients in a call center environment. You'll be responsible for effectively resolving customer issues, complaints, and inquiries, ensuring complete client satisfaction. If you're up for the challenge, we'd love to hear from you.

Primary Responsibilities:

* Gain a deep understanding of Employee Assistance Programs and Managed Care products, and transfer that knowledge into satisfying our caller's needs and concerns

• Allow the caller to express their needs, concerns, and questions without interruption, creating a safe and non-judgmental space for them to share their experiences
• Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
• Read, comprehend, and explain behavioral health benefits in a clear, concise, and professional manner, ensuring that our callers feel informed and empowered
• Respond to calls by providing correct benefit and status information while remaining professional and empathetic at all times, and transfer or refer calls to the appropriate department within blithequark or confer with outside parties as needed
• Maintain consistently high standards, including:

+ Average call time of less than 4 minutes + After-call work under 3 minutes + Abandonment rate below 3% + Resolving customer issues while remaining professional on the phone and ending the call with the blithequark close

• Document calls efficiently with detail into our software database, ensuring accurate and up-to-date records
• Identify and research claim errors and send written adjustments to the Claims Department as needed
• Establish and maintain strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within blithequark
• Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively, fostering a team environment that values collaboration and mutual support

Job Qualifications:

* High School Diploma required

• Bi-lingual Spanish preferred, but not required
• Customer service experience in an inbound call center environment, with a background in insurance, benefits, healthcare, or human resources preferred
• Knowledge of CPT/ICD-9 codes preferred, but not required
• Stable work history required, with a proven track record of reliability and punctuality
• Computer literacy in Microsoft Office Suite required, with experience in CRM software and other relevant tools a plus

Benefits and Perks:

* Full benefits package, including: + Paid Time Off (PTO) + Medical, dental, and vision insurance + 401(k) with match + Robust Employee Assistance Program (EAP) + Wellness program + And much more!

Work Environment and Company Culture:

At blithequark, we're committed to creating a work environment that values diversity, equity, and inclusion. We celebrate our differences and strive to create a workplace that's welcoming and inclusive for all employees. Our company culture is built on a foundation of empathy, compassion, and a commitment to making a positive impact on people's lives.

Career Growth Opportunities and Learning Benefits:

As a Customer Experience Representative at blithequark, you'll have access to a range of career growth opportunities and learning benefits, including:

• Ongoing training and development programs to enhance your skills and knowledge
• Opportunities for advancement and career growth within the company
• Access to a range of learning resources, including online courses, webinars, and workshops
• A supportive and collaborative work environment that encourages learning and growth

Equal Employment Opportunity:

blithequark celebrates diversity and is an equal opportunity employer. We welcome applications from all qualified candidates, regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability, or protected veteran status. We maintain a drug-free workplace and are committed to creating a safe and inclusive environment for all employees. If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we invite you to join our team at blithequark. Apply now to become a Customer Experience Representative and be part of a company that's changing the face of mental health services and GuidanceResources. Apply for this job