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 transforming the healthcare experience by creating a more responsive, affordable, and equitable system. Our mission is to simplify the healthcare process, remove barriers to quality care, and make a positive impact on the lives of millions of people. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment while delivering exceptional 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. As a representative, you will play a vital role in supporting healthcare providers who care for our members. Your primary responsibility will be to provide timely and accurate responses to questions and concerns via phone calls and concurrent chats, ensuring that providers receive the support they need to deliver exceptional care.

Key Responsibilities

• Serve as an advocate for providers, demonstrating accountability and ownership to resolve issues efficiently and effectively
• Provide exceptional customer service in a multi-channel environment, including calls and concurrent chats
• 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 over 30 systems to extract necessary information and resolve 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

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma or equivalent work experience
• At least 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 35-40 words per minute with an accuracy of 90%
• Must be 18 years of age or older
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST, Monday - Friday, with occasional overtime, weekends, and holidays as needed

Preferred Qualifications

While not required, the following qualifications are preferred:

• 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

This role offers the opportunity to telecommute from the comfort of your own home, provided you reside within the Eastern, Central, or Mountain Time Zone. To be eligible for telecommuting, you must:

• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have the ability to keep all company-sensitive documents secure
• Have a reliable high-speed internet connection or leverage an existing high-speed internet service

Soft Skills and Competencies

To excel in this role, you will need to possess the following soft skills and competencies:

• Ability to multitask, including typing 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 and Development

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Provider Customer Service Call and Chat Representative, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional development
• A supportive and collaborative work environment that fosters innovation and creativity

Work Environment and Company Culture

At blithequark, we pride ourselves on our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to providing equal employment opportunities to all qualified applicants. Our company culture is built on the principles of:

• Respect and empathy for our employees, members, and providers
• A commitment to delivering exceptional customer service and support
• A focus on innovation and continuous improvement
• A dedication to making a positive impact on the lives of our members and the communities we serve

Compensation and Benefits

As a Provider Customer Service Call and Chat Representative at blithequark, you will be eligible for a competitive salary and comprehensive benefits package, including:

• A hourly range of $16.54 - $32.55 per hour, depending on location and experience
• A comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs to reward your performance and contributions
• Equity stock purchase and 401k contribution opportunities

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at blithequark, you will have the chance to make a positive impact on the lives of our members and providers, while also growing and developing your skills and career. Don't miss out on this opportunity to join our team and start doing your life's best work.