**Experienced Customer Service Representative - National Remote**

Are you a compassionate and customer-focused individual looking for a challenging and rewarding role that allows you to make a real difference in people's lives? Do you thrive in a fast-paced environment and enjoy helping others? If so, we invite you to join blithequark, a leading healthcare company dedicated to simplifying the healthcare experience and creating healthier communities. As a Customer Service Representative at blithequark, you will play a critical role in delivering exceptional customer service to our members and providers, ensuring that every interaction is personalized, compassionate, and exceeds their expectations. You will be part of a dynamic team that is passionate about making a positive impact on people's lives and is committed to removing barriers to quality care. **About blithequark** At blithequark, we are on a mission to create a healthier world by simplifying the healthcare experience and making it more responsive, affordable, and equitable. We believe that everyone deserves access to quality care, regardless of their background or circumstances. Our team is dedicated to delivering exceptional customer service, providing innovative solutions, and promoting health equity. **Job Summary** As a Customer Service Representative, you will be responsible for addressing and resolving customer service calls empathetically and professionally, accurately documenting and researching all inquiries, and responding to inquiries on the first call by identifying the topic and type of assistance the caller needs. You will also be responsible for monitoring and expeditiously closing any inquiries that require follow-up, referring unresolved inquiries to designated areas for investigation, and owning problems through resolution on behalf of the caller. **Key Responsibilities** * Address and resolve customer service calls empathetically and professionally * Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete * Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs * Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines * Refer unresolved inquiries to designated areas for investigation * Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources * Intervene with care providers on behalf of participants, assist with appointment scheduling, access to care issues, etc. * Assist providers with all levels of requests, ability to problem-solve through resolution * Coordinate with field Care Team staff for issue elevation and resolution * Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines * Successfully utilize all resources available to handle inquiries/multitask * Meet or exceed individual and departmental quality standards/achieve performance goals * Adhere to, keep updated, and utilize all company guidelines, policies, and procedures * Prioritize and adjust individual workload to ensure departmental goals are met * Assume responsibility for ad-hoc projects or functions that promote the future success of the operation **Essential Qualifications** * High School Diploma / GED or 10+ years of equivalent working experience * 2+ years of Customer Service experience * Must be 18 years of age or older * Ability to type a minimum of 40 words per minute * Ability to work two evening shifts per week (typically 11am-8pm EST) * Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day) * Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material * Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime. **Preferred Qualifications** * 1+ years prior experience in an automatic call distribution call center setting * Knowledge of CPT/ICD10 coding * Knowledge of Medicare/Medicaid guidelines **Telecommuting Requirements** * 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** * Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations * Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member * Proficient problem-solving approach to quickly assess current state and formulate recommendations * Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon * Flexibility to customize approach to meet all types of member communication styles and personalities * Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience * Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed. **Compensation and Benefits** We offer a competitive hourly rate, ranging from $16.00 to $27.31 per hour, depending on your location and experience. In addition to your salary, blithequark offers a comprehensive benefits package, including: * Comprehensive benefits package * Incentive and recognition programs * Equity stock purchase * 401(k) contribution * Paid time off and holidays * Opportunities for career growth and development **Diversity, Equity, and Inclusion** At blithequark, we believe that diversity, equity, and inclusion are essential to creating a healthier world. We are committed to promoting health equity and addressing health disparities, particularly among historically marginalized groups. We strive to create a workplace that is inclusive, respectful, and welcoming to all employees, regardless of their background, identity, or experience. **Equal Employment Opportunity** blithequark is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. **How to Apply** If you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and learn more about our company culture and values. Apply Job! Apply for this job