Introduction to blithequark and the Healthcare Industry
At blithequark, we are dedicated to making a positive impact in the healthcare industry by providing exceptional customer service to healthcare providers. As a leader in the industry, we recognize the importance of having a strong support system in place to ensure that providers can focus on delivering high-quality patient care. Our team of experienced customer service representatives plays a vital role in achieving this goal, and we are now seeking a talented and motivated individual to join our team as a Provider Customer Service Call and Chat Representative.
Job Overview
In this dynamic and challenging role, you will serve as the primary point of contact for healthcare providers, resolving issues efficiently and providing support through various channels, including calls and chats. You will be responsible for navigating multiple systems, collaborating with internal partners, and promoting self-service digital tools to enhance provider satisfaction. Your success in this role will be measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.
Key Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Provide service to providers in a multi-channel environment, including calls, dual chats, and email as required
- Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
- Seek 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
- Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls, messages, escalations, and provider dissatisfaction
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Utilize strong multitasking skills to navigate more than 30 systems, extracting necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types
- Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma or equivalent work experience
- Must be 18 years of age or older
- 1+ years of customer service experience, with a focus on 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
- Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST, Monday - Friday, with occasional overtime, weekends, and holidays as needed
Preferred Qualifications
While not required, the following preferred qualifications will make you a more competitive candidate:
- Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
- Healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
As this is a remote position, you will need to meet the following telecommuting requirements:
- Reside within the state of Indiana
- Ability to keep all company-sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills
In addition to the essential and preferred qualifications, you will need to possess the following soft skills to be successful in this role:
- Proficient in multitasking, including managing multiple conversations simultaneously
- Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
- Strong time management skills
- High emotional intelligence and empathy
- Excellent active listening and comprehension abilities
- Exceptional written communication skills
- Demonstrated problem-solving, organizational, and interpersonal skills
- Proven track record of consistently achieving quality and productivity standards
- Ability to type at a speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Provider Customer Service Call and Chat Representative, you will have access to comprehensive training programs, including 11 weeks of paid training, to help you develop the skills and knowledge needed to succeed in your role. You will also have the opportunity to work with experienced professionals who can provide guidance and support as you navigate your career path.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, empathy, and teamwork. We believe in creating a work environment that is supportive, inclusive, and empowering, where employees can thrive and reach their full potential. As a remote employee, you will be an integral part of our team, working closely with colleagues and leaders to achieve our goals and objectives.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including an hourly pay range of $17.74 - $31.63 per hour, based on full-time employment. In addition to your salary, you will be eligible for a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a range of perks and benefits, including flexible scheduling, remote work options, and opportunities for professional development and growth.
Conclusion
If you are a motivated and customer-focused individual with a passion for the healthcare industry, we encourage you to apply for this exciting opportunity to join our team as a Provider Customer Service Call and Chat Representative. At blithequark, we are committed to making a positive impact in the lives of our customers and employees, and we look forward to welcoming you to our team.
Apply Now