Introduction to blithequark
At blithequark, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making the healthcare system more responsive, affordable, and equitable. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. If you are passionate about making a difference in the lives of millions of people, we invite you to join our team as a Provider Customer Service Call and Chat Representative.
Job Overview
As a Provider Customer Service Call and Chat Representative at blithequark, you will play a vital role in supporting healthcare providers who care for our members. Your primary responsibility will be to provide exceptional customer service, responding to questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health via phone calls and concurrent chats. This is a full-time position, working 40 hours a week, Monday through Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST.
Key Responsibilities
- Serve as an advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and efficient manner
- Provide exceptional customer service to healthcare professionals, including physician offices, clinics, and billing offices, via phone calls and concurrent chats
- Quickly and appropriately triage contacts from healthcare professionals, identifying 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 over 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
Requirements and Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma/GED or equivalent work experience
- 1 year of customer service experience 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
- Typing speed of 35-40 words per minute with accuracy of 90%
- Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST, with flexibility to work occasional overtime, weekends, and/or holidays as business needs require
- Must be 18 years of age or older
Preferred qualifications include:
- Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
- Prior healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
To be eligible for this remote opportunity, you must:
- Reside within the state of Indiana
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a reliable high-speed internet connection or leverage an existing high-speed internet service
- Be able to keep all company-sensitive documents secure (if applicable)
Soft Skills and Competencies
To excel in this role, you will need to possess the following soft skills and competencies:
- Ability to multitask, including typing 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
Career Growth and Development
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:
- 11 weeks of paid training, conducted virtually from your home
- Ongoing coaching and feedback to help you succeed in your role
- Opportunities for career advancement and professional growth
- A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements)
Work Environment and Company Culture
At blithequark, we pride ourselves on our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to equal employment opportunity and affirmative action. Our company culture is built on the values of:
- Respect and empathy for our customers, employees, and communities
- A commitment to excellence and quality in everything we do
- A passion for innovation and continuous improvement
- A dedication to making a positive impact on the lives of our customers and the communities we serve
Compensation and Benefits
The hourly range for this role is $16.88 to $33.22 per hour, based on full-time employment. Pay is based on several factors, including local labor markets, education, work experience, certifications, and more. In addition to your salary, you will be eligible for a comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401k matching and retirement savings plan
- Paid time off and holidays
- Employee assistance program and mental health resources
- Opportunities for professional growth and development
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a difference in the lives of healthcare providers, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at blithequark, you will be part of a dynamic team that is dedicated to transforming the healthcare experience and improving the lives of millions of people. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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