Experienced Customer Service Representative – Remote Healthcare Utilization & Care Management

Are you passionate about delivering exceptional customer service and making a difference in the lives of patients and healthcare professionals? 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 provider of healthcare utilization and care management services, as a Customer Service Representative. At blithequark, we're committed to revolutionizing the healthcare industry with our innovative approach and strong IT capability in specialty benefits management. Our team of healthcare professionals is dedicated to providing evidence-based solutions and second opinions to payors, providers, and patients. We're seeking talented and innovative individuals who share our passion for delivering exceptional customer service and making a positive impact in the healthcare landscape.

About blithequark

blithequark is a global Business Process Management (BPM) leader, offering business value to 400+ clients across key industry verticals, including Healthcare. Our specialty benefits management services encompass a range of areas, including Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. With two locations in Houston and a state-of-the-art contact center in Albany, New York, we're proud to be a leader in the healthcare industry.

Job Description

As a Customer Service Representative at blithequark, you'll play a critical role in delivering exceptional customer service to providers, administrative staff, and others. Your responsibilities will include:

• Conducting administrative intake and scripted clinical intake of calls for clinical review
• Providing quality customer service through interaction with providers, administrative staff, and others
• Building and maintaining customer satisfaction with products and services; providing excellent service to internal and external customers
• Collecting and entering confidential information, ensuring the highest level of confidentiality in all areas
• Maintaining high-quality documentation standards when collecting and performing data entry functions
• Providing ongoing telephonic support to providers and office staff related to blithequark's Clinical Review process
• Providing administrative support to the Clinical Review Department if needed
• Participating and understanding the scope of responsibility pertaining to ongoing Quality Initiative Projects
• Maintaining acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule
• Participating in the blithequark Quality Management Program as required
• Adhering to all HIPAA, state, and federal regulations pertaining to the clinical programs
• Adhering to both URAC & NCQA standards in keeping with blithequark's compliance initiatives
• Carrying out other projects and responsibilities as assigned

Qualifications

To be successful in this role, you'll need:

• High School Diploma/GED, required
• 1 year of customer service experience, required
• Ability to hard line internet into computer equipment provided, required
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
• HIPAA compliant room, required (verified at onboarding)
• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferable
• Ability to read clinical terminology with high levels of proficiency
• Ability to work efficiently in a fast-paced, high call volume, performance-driven Contact Center
• MS Outlook and Windows proficiency
• Ability to work on dual monitors and navigate multiple software applications simultaneously
• Strong time management skills
• Ability to adhere to strict schedule with ability to adapt to schedule changes
• Highly skilled at delivering client and customer satisfaction
• Must possess strong verbal and written communication skills

Additional Information

At blithequark, we're committed to maintaining the confidentiality of all employee information, in accordance with EEO guidelines. We're an equal opportunities employer and welcome applications from diverse candidates.

What We Offer

As a Customer Service Representative at blithequark, you'll enjoy:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Recognition and rewards for outstanding performance
• A comprehensive training program to ensure your success in the role
• The chance to make a real difference in the lives of patients and healthcare professionals

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job