Experienced Customer Service Representative - Provider Support in a Remote Environment
Are you a customer service professional with a passion for delivering exceptional support to healthcare providers? Do you thrive in a fast-paced, dynamic environment where no two calls or chats are ever the same? If so, we invite you to join blithequark's team of dedicated professionals who are simplifying the healthcare experience and creating healthier communities. At blithequark, we're committed to making a meaningful difference in the lives of millions of people. 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, income, or location. As a Customer Service Representative - Provider Support, you'll play a vital role in helping us achieve this mission.
About the Role
As a Customer Service Representative - Provider Support, you'll be the advocate for healthcare providers, demonstrating accountability and ownership to resolve issues in a timely and efficient manner. You'll work in a multi-channel environment, including phone calls and concurrent chats, to provide exceptional support to providers. Your primary responsibilities will include:
- Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Providing service to providers in a multi-channel environment, including call and concurrent chat
- Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
- Seeking to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
- Researching and dissecting complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls, escalations, and provider dissatisfaction
- Collaborating 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, provider types, and call types
- Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution
Requirements
To be successful in this role, you'll need:
- A high school diploma 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 a 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, with occasional overtime, weekends, and holidays as needed
Preferred Qualifications
While not required, prior healthcare experience and knowledge of healthcare terminology are highly desirable. Additionally, experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools, is also preferred.
Telecommuting Requirements
As a remote employee, you'll need to:
- Reside within the Eastern, Central, or Mountain Time Zone
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a high-speed internet connection or leverage an existing high-speed internet service approved by blithequark
Soft Skills
To succeed in this role, you'll need to possess:
- 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
What We Offer
As a valued member of our team, you'll enjoy:
- Competitive hourly rate ($16.54 - $32.55 per hour, depending on location and experience)
- Comprehensive benefits package, including medical, dental, and vision coverage
- Incentive and recognition programs to reward your hard work and dedication
- Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
- Opportunities for career growth and development, including training and mentorship programs
- A dynamic and supportive work environment that values diversity, equity, and inclusion
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support to healthcare providers, we encourage 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.
Equal Employment Opportunity
blithequark is 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.
Drug-Free Workplace
blithequark is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.
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. Apply for this job