**Customer Care Associate I - Remote**

**Join blithequark's Dynamic Team and Make a Difference in People's Lives** Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's team as a Customer Care Associate I - Remote. As a key member of our customer service team, you will play a vital role in providing outstanding service to our members and providers, ensuring their needs are met, and exceeding their expectations. **About blithequark** At blithequark, we are dedicated to helping people get the medicine they need to feel better and live well. Our mission is to provide innovative solutions that improve healthcare outcomes, and our team is passionate about making a difference in people's lives. We believe that every interaction with our customers is an opportunity to build trust, demonstrate empathy, and showcase our commitment to excellence. **Job Summary** As a Customer Care Associate I - Remote, you will be responsible for providing exceptional customer service to our members and providers, resolving administrative concerns, and ensuring seamless communication. You will be the first point of contact for many of our customers, and your ability to listen actively, communicate effectively, and resolve issues efficiently will be crucial to our success. **Key Responsibilities** * Actively listen to and probe callers to determine the purpose of their calls, ensuring that their needs are understood and addressed promptly. * Research and communicate information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers, maintaining confidentiality and adhering to data protection policies. * Resolve customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction, ensuring that customers are satisfied with the outcome. * Identify and report operations problems and inefficiencies to responsible entities, contributing to continuous improvement and process optimization. * Assist in the mentoring and training of new staff, sharing your knowledge and expertise to ensure a smooth onboarding process. * Assume full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal) to enhance your skills and knowledge. * Comprehensively assemble and enter patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs, ensuring accuracy and attention to detail. * Demonstrate flexibility in areas such as job duties and schedule to aid in better serving members and helping blithequark achieve its business and operational goals. * Educate providers on how to submit claims and when/where to submit a treatment plan, ensuring seamless communication and collaboration. * Identify and respond to Crisis calls, continuing assistance with the Clinician until the call has been resolved, demonstrating empathy and compassion in high-pressure situations. * Inform providers and members on blithequark's appeal process, ensuring that customers are aware of their options and rights. * Lead or participate in activities that help improve Care Center performance, excellence, and culture, contributing to a positive and productive work environment. * Link or make routine referrals and triage decisions not requiring clinical judgment, ensuring that customers receive the support they need. * Perform necessary follow-up tasks to ensure that member or provider needs are completely met, demonstrating a commitment to customer satisfaction. * Provide information regarding blithequark's in-network and out-of-network reimbursement rates and states multiple networks to providers, ensuring that customers have the information they need to make informed decisions. * Refer callers requesting provider information to Provider Services regarding blithequark's professional provider selection criteria and application process, facilitating seamless communication and collaboration. * Refer patients/EAP clients to the blithequark's Care Management team for a provider, EAP affiliate, or Facility, ensuring that customers receive the support they need. * Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers, demonstrating a commitment to staying up-to-date with industry developments and best practices. * Support team members and participate in team activities to help build a high-performance team, contributing to a positive and productive work environment. * Thoroughly document customers' comments/information and forward required information to the appropriate staff, ensuring that customer interactions are accurately recorded and communicated. **Responsibilities** * Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment. * Responsible for meeting call handling requirements and daily telephone standards as set forth by management, ensuring that customer service standards are met. * Must agree to observing service for the purpose of training and quality control, demonstrating a commitment to continuous improvement and process optimization. * Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills, ensuring that customer interactions are accurately recorded and communicated. * Must be able to maneuver through various computer platforms while verifying information on all calls, demonstrating technical proficiency and adaptability. * Must be able to talk and type simultaneously, ensuring that customer interactions are handled efficiently and effectively. **Work Experience** * Work Experience - Required: Customer Service experience, preferably in a healthcare or insurance environment. * Work Experience - Preferred: Experience in a similar role, with a proven track record of delivering exceptional customer service and resolving administrative concerns. **Education** * Education - Required: GED or High School diploma. * Education - Preferred: Associate's or Bachelor's degree in a related field, such as business, communications, or healthcare. **Certifications** * Certifications - Required: None. * Certifications - Preferred: Relevant certifications, such as Certified Customer Service Representative (CCSR) or Certified Insurance Service Representative (CISR), demonstrating a commitment to customer service excellence. **Compensation and Benefits** * Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills, with a pay range that may vary by 8% depending on applicant location. * To review our Benefits, Incentives, and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail. **Equal Opportunity Employer** blithequark is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law. We welcome people of different backgrounds, experiences, abilities, and perspectives, including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. blithequark is a Tobacco-Free Workplace employer. Positions will be posted for a minimum of five consecutive workdays. Apply Job! Apply for this job