Welcome to blithequark
At blithequark, we are dedicated to keeping patients, pharmacies, and partners moving forward with seamless and efficient support. As a leader in the healthcare industry, we strive to provide exceptional experiences through our multi-channel support system, ensuring timely and clear updates to all stakeholders. We are now seeking a highly skilled and experienced Customer Service Associate to join our team on a part-time basis, bringing a passion for delivering outstanding support and a keen eye for detail.
Job Overview
In this critical role, you will be responsible for owning multi-channel support, including email, phone, and ticketing, to provide top-notch assistance to our patients, pharmacies, and partners. Your exceptional communication skills, both written and verbal, will enable you to triage and route issues cleanly, protecting partner SLAs and ensuring operational efficiency. As a calm and precise communicator, you will document well and close the loop, providing clear updates and next steps to all parties involved.
Key Responsibilities
- Handle inbound and outbound contacts via email, ticketing, and phone, providing timely and clear updates to patients, pharmacies, and partners.
- Triage and route issues in Jira and Slack using our tagging and escalation matrices, ensuring seamless communication and resolution.
- Monitor queues and escalate real-time risks, protecting partner SLAs and preventing operational noise.
- Resolve pharmacy and prescription questions, including receipt checks, resend requests, and clarifications with clinicians, and communicate next steps to patients and pharmacies.
- Assist with scheduling and rescheduling on partner or blithequark platforms, sending confirmations using approved language and ensuring a smooth experience for all parties.
- Capture crisp internal notes and patient-facing summaries, using internal macros to standardize replies and proposing new snippets/SOP updates when patterns are identified.
- Protect HIPAA at every step, ensuring identity verification, least-necessary-information, and secure systems are always maintained.
Schedule and Coverage
We are seeking a part-time Customer Service Associate to work primarily in the evenings and weekends, with flexibility to pick up additional hours as needed. The schedule will include:
- Primary hours: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).
- Flex hours: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.
- Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you’ll support.
Work Location and Setup
This is a remote position, and you will be required to work from within the continental U.S. due to partner contracts. You will be provided with company equipment, and it is essential that you have:
- Reliable high-speed internet.
- A private, HIPAA-suitable workspace.
Requirements
To be successful in this role, you will need:
- 3-5 years of experience in customer support, with a background in healthcare, telehealth, pharmacy, medical office, or insurance being highly desirable.
- Strong written and verbal communication skills, with the ability to remain steady under pressure and provide friendly yet concise support.
- Comfort and proficiency in multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace.
- Detail-oriented, with a strong ability to follow playbooks and improve them.
No degree is required if your experience demonstrates a good fit for this role.
Benefits
At blithequark, we offer a range of benefits, including:
- Flexible scheduling within the posted shifts, with two to four-week schedule visibility.
- Equipment provided to ensure you have the tools you need to succeed.
- Skill growth: Hands-on experience with telehealth operations, ticketing, and cross-functional collaboration.
- Clear playbooks and real-time coaching, with steady opportunities to propose SOP improvements.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Customer Service Associate, you will have access to:
- Ongoing training and coaching to enhance your skills and knowledge.
- Opportunities to take on additional responsibilities and contribute to process improvements.
- Cross-functional collaboration with other teams, providing a holistic understanding of our operations.
- A dynamic and supportive work environment that encourages innovation and creativity.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in:
- Fostering a culture of empathy, respect, and open communication.
- Encouraging work-life balance and flexibility to ensure our team members can thrive.
- Recognizing and rewarding outstanding performance and contributions.
- Providing a collaborative and dynamic work environment that is conducive to growth and development.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a range of perks and benefits, such as:
- Flexible scheduling and remote work arrangements.
- Opportunities for professional growth and development.
- Access to cutting-edge technology and tools.
- A comprehensive benefits package, including health, dental, and vision insurance.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a part-time Customer Service Associate, you will play a critical role in delivering exceptional support to our patients, pharmacies, and partners, while also contributing to the growth and success of our organization. Don’t miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the blithequark family!
Apply Now