Welcome to blithequark
At blithequark, we pride ourselves on being a leader in the healthcare industry, dedicated to providing top-notch support and navigation services to our members. Our team of compassionate and highly trained experts works tirelessly to ensure that every individual receives the care and attention they deserve. As an Evening Customer Care Associate, you will play a vital role in our mission to make healthcare easier and more accessible for all.
About the Role
We are seeking an experienced and empathetic Evening Customer Care Associate to join our team. As a key member of our customer care team, you will be responsible for assisting members in navigating the healthcare system, answering incoming calls, and responding to healthcare-related questions and issues. Your primary goal will be to provide exceptional service, ensuring that every member feels supported, informed, and empowered to make the best decisions about their health.
Key Responsibilities
- Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to healthcare-related questions and issues
- Determine appropriate resolution to assist members based on their needs, transferring calls outside of your scope of responsibility to internal or external resources as necessary
- Verify and collect demographic information, updating it in our system to ensure accuracy and efficiency
- Follow up with members, providers, insurance carriers, and other vendors to ensure adherence to established policies and procedures
- Exercise exceptional customer service skills, optimizing each contact with the member to provide a positive experience
- Ensure that all calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations, including HIPAA and COBRA
Research Assistance and Issue Resolution
In addition to providing exceptional customer service, you will also be responsible for assisting in resolving routine program quality issues by identifying and researching problems in a timely manner. This will involve:
- Following research through to resolution, documenting all issues thoroughly and maintaining department files
- Continuously evaluating the status of all work efforts, prioritizing tasks to ensure timely and quality services
- Assisting in monitoring issue trends, escalating such trends to your supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Team Interfaces and Customer Service
As an Evening Customer Care Associate, you will be an integral part of our team, working collaboratively with internal and external customers, team members, and department contacts. Your excellent communication and interpersonal skills will enable you to:
- Establish and maintain professional relationships with all stakeholders, providing quality customer service that exceeds expectations
- Cooperate with team members to meet goals and complete tasks, treating all internal and external customers, team members, and department contacts with dignity and respect
- Escalate any situation outside of your control that could adversely impact the services being provided, ensuring that our members receive the best possible support and care
Qualifications and Requirements
To be successful in this role, you will need to possess the following essential qualifications and skills:
- High School Diploma or G.E.D, with an Associate's degree from an accredited college or university in business administration, liberal arts, healthcare, or a related field preferred
- Minimum of one year of customer service experience, with a strong background in healthcare navigation and support
- Basic knowledge of MS Word and Excel, with the ability to score acceptably on job-related testing and pass a standardized interview
- Excellent communication, interpersonal, and problem-solving skills, with the ability to work in a fast-paced environment and prioritize tasks effectively
Preferred Qualifications
While not essential, the following qualifications and skills are highly desirable:
- Previous experience working in a call center or customer service environment, with a strong understanding of healthcare systems and navigation
- Knowledge of HIPAA and COBRA regulations, with experience working in a compliant and regulated environment
- Ability to work independently and as part of a team, with a strong commitment to providing exceptional customer service and support
Career Growth and Development
At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As an Evening Customer Care Associate, you will have access to:
- Comprehensive new-employee training programs, designed to equip you with the knowledge and skills necessary to succeed in your role
- Ongoing coaching and mentoring, with regular feedback and performance evaluations to support your growth and development
- Opportunities for career advancement, with a clear path for progression and advancement within the company
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment, with a strong focus on teamwork, collaboration, and employee well-being. As an Evening Customer Care Associate, you will be working remotely, with the flexibility to work from the comfort of your own home. Our company culture is built on the following values:
- A commitment to excellence, with a focus on providing exceptional customer service and support
- A passion for innovation, with a desire to continuously improve and enhance our services and systems
- A dedication to teamwork, with a strong emphasis on collaboration, communication, and mutual respect
Compensation and Benefits
At blithequark, we offer a competitive compensation and benefits package, designed to attract and retain the best talent in the industry. As an Evening Customer Care Associate, you can expect:
- A starting hourly rate of $18.00, with opportunities for advancement and salary increases based on performance
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) savings plan with company match
- Paid time off, including vacation days, sick leave, and holidays, with a flexible scheduling system to support work-life balance
Conclusion
If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service and support, we encourage you to apply for the Evening Customer Care Associate role at blithequark. With a strong commitment to our employees and a focus on providing the best possible care and support to our members, we believe that you will find a rewarding and challenging career with our team. Apply now to join our team and start making a difference in the lives of our members!
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