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.
Job Overview
We are seeking an experienced Provider Customer Service Call and Chat Representative to join our team in a remote position based in Indiana. As a crucial member of our healthcare team, you will serve as the primary point of contact for healthcare providers, resolving issues efficiently and providing support through various channels like calls and chats. Your excellent multitasking, effective communication, and deep understanding of healthcare processes will be essential in navigating multiple systems, collaborating with internal partners, and promoting self-service digital tools to enhance provider satisfaction.
Key Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Service providers in a multi-channel environment, including calls, dual chats, and email as required
- Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
- Seek to understand and identify the needs of the provider, 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
- Strong multitasking to effectively and efficiently navigate 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
Essential Qualifications
- High School Diploma/GED or equivalent work experience
- Must be 18 years of age or older
- 1 year of customer service experience with analyzing and solving customer concerns
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST from Monday - Friday, with occasional overtime, weekends, and/or holidays as needed
Preferred Qualifications
- Experience in a related environment, such as an office, call center, or customer service, using phones and computers as primary job tools
- Healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
- Reside within the state of Indiana
- 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
- Proficient in multi-tasking, including managing multiple conversations simultaneously
- Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
- Strong time management skills
- High emotional intelligence and empathy
- Excellent active listening and comprehension abilities
- Exceptional written communication skills
- Demonstrated problem-solving, organizational, and interpersonal skills
- Proven track record of consistently achieving quality and productivity standards
- Ability to type at a speed of greater than or equal to 35-40 WPM with an accuracy of 90%
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including 11 weeks of paid training for this role. Our training programs are designed to help you build the skills and knowledge you need to succeed in your role and advance in your career. We also offer a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution.
Work Environment and Company Culture
At blithequark, we are dedicated to creating a positive and inclusive work environment that supports the well-being and success of our employees. We believe in fostering a culture of diversity, equity, and inclusion, 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. We offer a range of programs and initiatives to support our employees, including flexible work arrangements, employee resource groups, and a range of wellness programs.
Compensation, Perks, and Benefits
We offer a competitive hourly pay rate for this role, ranging from $17.74 - $31.63 per hour based on full-time employment. We also offer a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our benefits are designed to support the well-being and success of our employees, and we are committed to providing a positive and inclusive work environment that supports the needs of our employees.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Provider Customer Service Call and Chat Representative, you will play a critical role in supporting our healthcare providers and delivering exceptional customer service. We offer a range of benefits, including a competitive hourly pay rate, comprehensive benefits package, and opportunities for career growth and development. Don't miss out on this opportunity to join a dynamic and inclusive team and make a difference in the lives of our healthcare providers and patients. Apply today to start your journey with blithequark!
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