Experienced Provider Customer Service Call and Chat Representative – Remote Opportunity for Delivering Exceptional Support to Healthcare Providers

Introduction to blithequark

At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

As a leader in the healthcare industry, blithequark is constantly seeking innovative ways to improve the healthcare experience for our members and the providers who care for them. Our team is passionate about making a difference in the lives of millions of people, and we are looking for talented and dedicated individuals to join our team. If you are ready to make a difference and be part of a dynamic and growing organization, we encourage you to apply for our Provider Customer Service Call and Chat Representative position.

Job Overview

The Provider Customer Service Call and Chat Representative will play a critical role in supporting providers who care for our members. As a representative, you will be responsible for providing exceptional customer service to providers, responding to their questions and concerns, and resolving issues in a timely and professional manner. You will be the advocate for providers, demonstrating accountability and ownership to resolve issues and ensure that their needs are met.

This is a full-time, 40-hour per week position, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST. You may be required to work occasional overtime, weekends, and/or some holidays, based on business needs. We offer 11 weeks of paid training, which will be conducted virtually from your home, and you will have the flexibility to work remotely if you are located in the Central, Eastern, or Mountain Time Zone.

Primary Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Provide exceptional customer service to providers through multiple channels, including phone calls and concurrent chat
• Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
• Seek to understand and identify the needs of providers, 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
• Demonstrate strong multitasking skills, navigating more than 30 systems to extract 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

Required Qualifications

• High School Diploma/GED or equivalent work experience
• Must be 18 years of age or older
• 1 year of customer service experience, with a focus on analyzing and solving customer concerns
• Experience with computers and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Ability to type at a speed of greater than or equal to 35-40 WPM with an accuracy of 90%
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday, with flexibility to work occasional overtime, weekends, and/or some holidays based on business needs

Preferred Qualifications

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools

Telecommuting Requirements

• Reside within the Central, Eastern, or Mountain Time Zone
• 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

• Ability to multitask, including the ability to type 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 Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to a comprehensive training program, as well as ongoing coaching and feedback to help you succeed in your role. You will also have opportunities to develop new skills and advance your career within the company, with a focus on promoting from within.

We believe in recognizing and rewarding our employees for their hard work and contributions to the company. You will be eligible for a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution, as well as opportunities for professional growth and development.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive work environment, where everyone is valued and respected. We believe that diversity creates a healthier atmosphere, and we are committed to equal employment opportunities for all qualified applicants. Our company culture is built on a foundation of integrity, compassion, and innovation, and we are dedicated to making a positive impact on the lives of our members and the communities we serve.

Compensation, Perks, and Benefits

We offer a competitive hourly rate, with a range of $16.54 to $32.55 per hour, based on experience and qualifications. You will also be eligible for a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401k matching program and paid time off. We believe in recognizing and rewarding our employees for their hard work and contributions to the company, and we offer a range of perks and benefits to support your well-being and career growth.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for our Provider Customer Service Call and Chat Representative position. As a member of the blithequark team, you will have the opportunity to make a positive impact on the lives of our members and the providers who care for them, while also advancing your career and developing new skills. Don't miss out on this exciting opportunity to join a dynamic and growing organization – apply today!