Experienced Customer Service Agent – Remote Insurance Support

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two interactions are the same? If so, we invite you to join blithequark, a cutting-edge InsurTech company revolutionizing the healthcare insurance industry. As an Experienced Customer Service Agent, you will be the face of our company, providing top-notch support to our members and customers while navigating the complexities of insurance policies, claims, and billing.

About blithequark

blithequark is a remote-first organization with a team of innovators, operators, and healthcare veterans dedicated to driving major change in the industry. Our mission is to provide better plans, better benefits, and better prices to individuals, families, and businesses. With a presence in 25 states and 5 countries, we're growing rapidly and seeking talented individuals like you to join our team.

Role Responsibilities

As a Customer Service Agent, you will be responsible for:

• Answering inbound calls from members and responding to inquiries regarding insurance policies, healthshare plans, claims, billing, and other services
• Providing accurate information and assistance, ensuring a positive member experience
• Addressing and resolving member issues efficiently, escalating complex cases to the appropriate department or supervisor when necessary
• Creating, updating, and monitoring support tickets within the system (Zendesk/Salesforce)
• Ensuring tickets are documented thoroughly with relevant details and member interactions
• Tracking the status of open tickets and following up to ensure timely resolution
• Maintaining a strong understanding of company policies, services, and products to provide accurate and efficient support
• Diagnosing and resolving member issues, including billing discrepancies, claims processing questions, and coverage details
• Staying informed about updates to company products, policies, and industry regulations
• Participating in ongoing training and professional development opportunities
• Providing feedback to management on ways to improve the customer service experience
• Actively participating in team meetings and contributing to the development of best practices and strategies for improving the customer experience
• Meeting established performance goals, including specific metrics, service level agreements (SLAs), and audit requirements

Key Competencies

To succeed in this role, you will need:

• 1 year of experience in the healthcare insurance industry (preferred)
• 1 year of experience in Customer Service (required)
• Availability to work an 8-hour shift with a set schedule
• Strong problem-solving skills and attention to detail
• A customer-oriented mindset with a focus on providing high-quality service; patience and empathy when dealing with customers
• Great organizational skills with the ability to prioritize tasks and manage multiple priorities simultaneously
• A flexible mindset with the ability to adapt to changing circumstances and shift priorities at a moment's notice
• Demonstrates professionalism in all interactions and maintains a positive attitude under pressure
• Familiarity with CRM and ticketing systems; experience with Salesforce is a plus
• Proficient in using computer applications (Google Suite preferred)
• Understanding of HIPAA and ability to handle sensitive and confidential information with care and discretion
• Strong communication skills, both verbal and written. Fluent in English; Bilingual a plus
• Legally authorized to work in the United States

What We Offer

As a valued member of our team, you can expect:

• Competitive compensation, bonuses, and benefit packages
• PTO (unlimited or 3 weeks accrued depending on the role)
• 401K match
• Regularly reviewed compensation and benefits to align with industry standards
• A one-time work-from-home reimbursement to set up your home office
• Ongoing training and professional development opportunities
• A dynamic and supportive work environment with a team of innovators and operators
• The opportunity to grow your career and make a meaningful impact in the healthcare insurance industry

Join Our Team!

If you're a customer service professional with a passion for delivering exceptional experiences, we invite you to join blithequark. Apply today and take the first step towards a rewarding career with a company that's changing the face of the healthcare insurance industry. Apply To This Job Apply for this job