Experienced Full Stack Customer Service Representative – Remote Healthcare Utilization & Care Management with Excellent Communication and Organizational Skills

About blithequark

blithequark is a pioneering leader in the field of healthcare utilization and care management, dedicated to transforming outdated practices with a collaborative, non-denial-based approach. Our innovative methodology empowers payors to achieve a higher return on investment, provides providers with education programs that better inform physicians, and ensures quality and safety for patients needing treatment. With a strong IT capability in specialty benefits management, our staff of healthcare professionals is committed to making a difference every day.

Our Mission and Values

At blithequark, we strive to fill our organization with talented and innovative individuals who desire a career path filled with success and personal growth. Our specialty benefits management services encompass a broad range of areas, including Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. We take pride in our state-of-the-art contact centers located in Houston and Albany, New York.

As a part of the global Business Process Management (BPM) leader WNS (Holdings) Limited (NYSE: WNS), blithequark leverages operational excellence and deep domain expertise in key industry verticals to deliver business value to over 400 global clients.

Job Summary

We are seeking an experienced and skilled Customer Service Representative to join our team on a remote basis. As a critical member of our Clinical Review Department, you will be responsible for conducting administrative intake and scripted clinical intake of calls, providing quality customer service, and maintaining high-quality documentation standards. If you possess excellent communication and organizational skills, with a passion for delivering exceptional customer satisfaction, we encourage you to apply.

Key Responsibilities

• Conduct administrative intake and scripted clinical intake of calls for clinical review, ensuring accurate and efficient data collection.
• Provide quality customer service through interaction with providers, administrative staff, and others, addressing their queries and concerns in a professional and courteous manner.
• Build and maintain customer satisfaction with products and services, providing excellent service to internal and external customers.
• Collect and enter confidential information, ensuring the highest level of confidentiality in all areas.
• Maintain high-quality documentation standards when collecting and performing data entry functions.
• Provide ongoing telephonic support to providers and office staff related to blithequark's Clinical Review process.
• Offer administrative support to the Clinical Review Department as needed.
• Participate and understand the scope of responsibility pertaining to ongoing Quality Initiative Projects.
• Maintain acceptable levels of performance for all Key Performance Indicators (KPIs), such as Average Talk Time (ATT), Quality, and adherence to schedule.
• Participate in blithequark's Quality Management Program as required.
• Adhere to all HIPAA, state, and federal regulations pertaining to clinical programs.
• Adhere to both URAC & NCQA standards in keeping with blithequark's compliance initiatives.
• Carry out other projects and responsibilities as assigned.

Qualifications

Essential Qualifications:

• High School Diploma/GED required.
• 1 year of customer service experience required.
• Ability to hard line internet into computer equipment provided, required.
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding).
• HIPAA compliant room, required (verified at onboarding).
• MS Outlook and Windows proficiency.
• Ability to work on dual monitors and navigate multiple software applications simultaneously.
• Strong time management skills.
• Ability to adhere to strict schedule with ability to adapt to schedule changes.
• Highly skilled at delivering client and customer satisfaction.
• Must possess strong verbal and written communication skills.

Preferred Qualifications:

• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.).
• Ability to read clinical terminology with high levels of proficiency.
• Ability to work efficiently in a fast-paced, high call volume, performance-driven Contact Center.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We offer a range of learning benefits, including training programs, mentorship opportunities, and career advancement paths. Our employees have the opportunity to work on diverse projects, develop new skills, and contribute to the success of our organization.

Work Environment and Company Culture

blithequark is a dynamic and innovative organization that values its employees and fosters a positive work environment. We offer a flexible and remote work arrangement, allowing our employees to work from the comfort of their own homes. Our company culture is built on the principles of collaboration, respect, and continuous learning.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a range of benefits and perks that support the well-being and success of our employees. Our benefits include:

• Competitive salary and bonuses
• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional growth and development

Why Join blithequark?

If you are a motivated and skilled Customer Service Representative looking for a new challenge, we encourage you to join our team at blithequark. With our commitment to employee growth and development, innovative approach to healthcare utilization and care management, and dynamic work environment, we offer a unique and rewarding career opportunity.

Apply now to become a part of our team and contribute to the success of blithequark!