Introduction to blithequark
At blithequark, we value our caregivers as the backbone of our organization, recognizing that they are not just valued, but invaluable. We thrive in a culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Our mission is to empower our team members, knowing that their voices matter and that together, we can inspire and retain the best people in the industry. As a leader in healthcare, blithequark is committed to serving our communities with compassion, dignity, and respect.
Job Overview
We are seeking an experienced Manager of Customer Service for Medicare programs to lead our team of professional Customer Service Agents. As a key member of our leadership team, you will be responsible for servicing member and provider telephone, chat, and email inquiries for various lines of business. Your expertise in Medicare and Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded) will be essential in driving our customer service initiatives forward.
Key Responsibilities
- Lead a team of Customer Service Agents, providing guidance, support, and mentorship to ensure exceptional customer service delivery
- Possess a well-rounded and diverse level of product expertise, including Medicare and Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded)
- Support and mentor Exempt and Non-Exempt support staff in various roles, promoting a culture of collaboration and teamwork
- Demonstrate knowledge and expertise in coordinating Quality Improvement initiatives, resolution of claims and enrollment issues, and rapid identification of customer service production and resource issues
- Develop and implement strategies to improve customer satisfaction, retention, and overall experience
- Collaborate with cross-functional teams to ensure seamless communication and resolution of customer inquiries
- Stay up-to-date with industry trends, regulatory changes, and best practices in customer service, applying this knowledge to drive process improvements and innovation
Requirements and Qualifications
To be successful in this role, you will need:
- 3+ years of relevant and transferable leadership experience in healthcare or another related field
- 2+ years' experience managing projects with diverse team members, demonstrating your ability to lead and motivate teams to achieve exceptional results
- A strong understanding of customer service principles, practices, and technologies, with a focus on delivering exceptional customer experiences
- Excellent communication, interpersonal, and problem-solving skills, with the ability to build strong relationships with customers, team members, and stakeholders
- A bachelor's degree in Social Sciences, Business, Public Policy, Humanities, or another relevant program of study, or a combination of equivalent education and experience
Preferred Qualifications
- 2+ years' experience working with Medicare, demonstrating a deep understanding of Medicare programs and regulations
- 2+ years' experience working with claims in a customer service environment, with a focus on resolving claims and enrollment issues efficiently and effectively
- 2+ years working knowledge of Cognizant's Facets platforms and services, or similar customer service technologies
- 1+ years demonstrated experience navigating Behavioral Health benefits and policies, with a strong understanding of the complexities of behavioral health care
Career Growth and Development
At blithequark, we are committed to supporting the growth and development of our team members. As a Manager of Customer Service for Medicare programs, you will have access to a range of training and development opportunities, including:
- Leadership development programs, designed to help you build your skills and expertise as a leader
- Industry-specific training, keeping you up-to-date with the latest trends and best practices in customer service and healthcare
- Cross-functional training, providing you with a deeper understanding of our organization and the opportunities to collaborate with other teams
- Coaching and mentoring, supporting you in your role and helping you to achieve your career goals
Work Environment and Culture
At blithequark, we value diversity, equity, and inclusion, recognizing that our differences are what make us stronger. We are committed to creating a workplace culture that is welcoming, inclusive, and respectful, where everyone feels valued and empowered to contribute. Our culture is built on the principles of:
- Respect, appreciation, and collaboration, recognizing that every team member has a unique perspective and contribution to make
- Diversity, equity, and inclusion, celebrating our differences and promoting a culture of belonging
- Shared commitment to serving our communities, recognizing that our work has a direct impact on the lives of our customers and the communities we serve
Compensation and Benefits
At blithequark, we offer a competitive compensation and benefits package, designed to support the well-being and financial security of our team members. This includes:
- A base pay range of $40.90 - $66.02, with opportunities for additional compensation, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and paid time off
- Access to our benefits page, providing more information about our Benefits and Rewards
Conclusion
If you are a motivated and experienced leader, passionate about delivering exceptional customer service and driving business results, we encourage you to apply for this exciting opportunity. As a Manager of Customer Service for Medicare programs at blithequark, you will be part of a dynamic team, committed to making a difference in the lives of our customers and the communities we serve. Join us and thrive in our culture of patient-focused, whole-person care, built on understanding, commitment, and mutual respect.
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