Experienced Full-Time Evening Customer Care Associate – Healthcare Navigation and Member Support at Blithequark

Join the Team at Blithequark: Where Compassion Meets Innovation in Healthcare

Blithequark is a pioneering force in the healthcare industry, dedicated to making healthcare more accessible, navigable, and effective for everyone. As a leader in health advocacy, navigation, well-being, and integrated benefits programs, we have been serving members for over two decades. Our mission is centered around providing expert support to help individuals navigate the complexities of healthcare and achieve the best possible health and well-being. We leverage a unique combination of personalized support, predictive data analytics, and a proprietary technology platform to address a wide range of clinical, administrative, wellness, and behavioral health needs.

At Blithequark, we pride ourselves on a culture that values compassion, innovation, and teamwork. Our team of highly trained, compassionate experts works tirelessly to go above and beyond expectations, making healthcare easier for our members and ensuring they receive the care they need. We are committed to fostering an environment where employees can grow, learn, and thrive. If you're passionate about healthcare and delivering exceptional customer service, we invite you to join our dynamic team as an Evening Customer Care Associate.

Job Summary

As an Evening Customer Care Associate at Blithequark, you will play a crucial role in assisting members in navigating the healthcare system. This involves answering a variety of incoming calls, responding to members' healthcare questions and issues, determining appropriate resolutions, and transferring calls outside the scope of responsibility to the appropriate internal or external resources. You will be the face of Blithequark for many of our members, providing them with the support and guidance they need to make informed healthcare decisions.

Key Responsibilities

• Service Functions: Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues while ensuring adherence to department and corporate policies and procedures.
• Member Engagement: Connect with members by phone and quickly develop a rapport to help individuals navigate their benefit choices and options.
• Problem Resolution: Determine appropriate resolutions to assist members based on their needs and transfer calls outside the scope of responsibility to appropriate internal or external resources.
• Data Management: Verify and collect appropriate demographic information and update it in the appropriate system.
• Follow-Up: Follow up with members, providers, insurance carriers, and other vendors to ensure adherence to established policies.
• Customer Service: Exercise exceptional customer service skills to optimize each contact with the member.
• Compliance: Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations.

Research Assistance

• Issue Identification: Assist in resolving routine program quality issues by identifying issues and researching them in a timely manner.
• Documentation: Document all issues thoroughly, maintaining department files.
• Continuous Evaluation: Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services.

Team Interfaces/Customer Service

• Professional Relationships: Establish and maintain professional relationships with internal/external customers, team members, and department contacts.
• Teamwork: Cooperate with team members to meet goals or complete tasks.
• Customer Service Excellence: Provide quality customer service that exceeds customer expectations and improves the level of service being provided.

Mental and Physical Requirements

• Work Environment: This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers.
• Physical Demands: The nature of the work in this position is sedentary, and the incumbent will be sitting most of the time.
• Essential Physical Functions: Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday.
• Essential Mental Functions: Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday.

Minimum Qualifications

• Education: High School Diploma or G.E.D; Associate's degree from an accredited college or university with major course work in business administration, liberal arts, healthcare, or a related field preferred.
• Experience: Minimum of one year of customer service experience required.
• Technical Skills: Basic Knowledge of MS Word and Excel required.
• Testing and Interview: Must score acceptably on job-related testing and ability to pass a standardized interview.

What We Offer

At Blithequark, we are invested in your success and well-being. As a work-from-home associate, you will have the opportunity to deliver a positive experience that solves members' needs/challenges while working to resolve issues. We offer:

• Comprehensive Training: All work equipment and a comprehensive new-employee training program to help you develop the knowledge and skills necessary for success in your role.
• Career Growth: The ability to pursue your ambitions and grow your career with us.
• Total Rewards Package: Robust Medical coverage, Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs, and Wellness Programs.

Work Details

• Pay Rate: Starting at $18/hr.
• Hours/Shift: This position is full-time (40 hours/week), Monday - Friday, with flexibility to work any of our 8.5-hour shift schedules during our normal business hours (8:00 am - 10:00 pm EST). Occasional overtime may be necessary.
• Work Location: Remote.

Awards and Recognition

Blithequark has received numerous awards and recognitions for our commitment to customer service excellence, including:

• 2023: National Customer Service Association All-Stars Award: Service Organization of the Year; Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner.
• 2022: Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner; Excellence in Customer Service Awards: Organization of the Year (Small); Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver).
• 2021: Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner; Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19), Bronze Winner; Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver).

Why Join Blithequark?

At Blithequark, we respect and value diversity and are committed to the principles of Equal Employment Opportunity. We are a VEVRAA Federal Contractor requesting appropriate employment service delivery systems to provide priority referrals of protected veterans. We do not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements.

If you're looking for a fulfilling career in healthcare with a company that prioritizes compassion, innovation, and customer service, we encourage you to apply for this exciting opportunity as an Evening Customer Care Associate at Blithequark. Join our team and make a difference in the lives of our members every day.