**Experienced Full Stack Customer Service Representative – Healthcare Call Center Support**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of individuals? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join the esteemed team at blithequark as a Senior Customer Service Representative (L2) in our Healthcare Call Center Support division. **About blithequark** At blithequark, we're dedicated to revolutionizing the way healthcare services are delivered. Our innovative approach combines cutting-edge technology with a deep understanding of the complexities of the healthcare industry. As a leading provider of healthcare solutions, we're committed to empowering individuals to take control of their health and well-being. Our team of passionate professionals is driven by a shared vision of making a difference in the lives of our members. **Job Summary** As a Senior Customer Service Representative (L2) at blithequark, you'll play a vital role in providing exceptional customer service and support to Indiana Medicaid members. You'll be responsible for managing a high volume of inbound and outbound calls, ensuring accuracy, and delivering a seamless experience for our members. Your expertise will be instrumental in educating members on Medicaid policies and procedures, resolving complex issues, and maintaining accurate member records. **Key Responsibilities** * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment * Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits * Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner * Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics * Maintain accurate and up-to-date member records and documentation of all interactions in the call center system * Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems * Effectively utilize Interpretive Language Services for non-English speaking members * Transfer calls to the client's call center as appropriate and assist with client outreach requests **Essential Functions** * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment * Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics * Maintain accurate and up-to-date member records and documentation of all interactions in the call center system * Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems * Effectively utilize Interpretive Language Services for non-English speaking members * Transfer calls to the client's call center as appropriate and assist with client outreach requests **Competencies** * Working knowledge in Microsoft Office and auto dialer tools * Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously * Ability to accurately communicate summary information in a written format * Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients * Critical thinking and listening skills * Independent problem identification/resolution and decision-making skills * Conflict resolution and negotiation skills * Empathetic and sincere, superior rapport building skills * Excellent verbal communication skills * Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met * Ability to type at a minimum of 45 wpm **Supervisory Responsibility** This position has no supervisory responsibilities. **Work Environment** This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones. **Physical Demands** While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. **Position Type and Expected Hours of Work** This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings. **Travel** No travel is expected for this position. **Required Education and Experience** * High school diploma or GED **Preferred Education and Experience** * One or two years' experience in insurance * Knowledge of Medicaid * Experience with Artiva software * Accounts Payable experience * Bi-lingual **Additional Eligibility Qualifications** * Ability to handle complex accounts with little to no assistance * Ability to use the non-conformity to escalate issues * Ability to pass a knowledge assessment **Benefits** * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance **Application Question(s)** * Do you have 1-2 years experience working in a call center environment? * Have you worked in a remote and/or hybrid position before? * Are you looking for full time or part time work? * How soon would you be available to start? * Are you able to perform weekend work if required? * Do you have experience working with Medicaid/Medicare? * This position pays $19 an hour. Does that meet your requirement? * What is the best email address to reach you at? * Were you referred for this position? **Work Location** Remote If you're a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. Apply for this job