Experienced Provider Customer Service Call and Chat Representative – Remote Health Care Support Specialist

Introduction to blithequark

At blithequark, we are dedicated to simplifying the health care 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.

As a leader in the health care industry, blithequark is constantly seeking innovative ways to improve the health care experience for our members and providers. Our team is passionate about making a difference in the lives of millions of people, and we are looking for talented and dedicated individuals to join our team. If you are ready to make a difference and be part of a dynamic and growing organization, we encourage you to apply for our Provider Customer Service Call and Chat Representative position.

Job Overview

The Provider Customer Service Call and Chat Representative will be supporting providers who care for our members. This role is responsible for providing responses to questions that may include benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health, either by phone call or concurrent chat. As a key member of our customer service team, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and professional manner.

This is a full-time position (40 hours/week) with a schedule of Monday to Friday. You will be required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST. Occasional overtime, weekends, and holidays may be required based on business needs.

Key Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Provide service to providers in a multi-channel environment, including call and concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, 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 to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) 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

To be successful in this role, you will need to have:

• High School Diploma/GED or equivalent work experience
• Must be 18 years of age or older
• 1+ years 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
• Ability to type at a speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday to Friday, with occasional overtime, weekends, and holidays based on business need

Preferred Qualifications

While not required, the following qualifications are preferred:

• Prior health care experience and knowledge of healthcare terminology
• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

Telecommuting Requirements

This position offers the flexibility to work remotely, and you will be required to:

• Reside within CST, EST, or MST
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have a high-speed internet connection that meets blithequark's requirements

Soft Skills

To be successful in this role, you will need to possess the following soft skills:

• Ability to multi-task, including the ability to type 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 Opportunities and Learning Benefits

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

• 11 weeks of paid training to help you develop the skills and knowledge needed to succeed in this role
• Ongoing coaching and feedback to help you achieve your goals and develop your career
• Opportunities for advancement and professional growth within the company
• A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to equal employment opportunities for all qualified applicants. Our company culture is built on the values of integrity, compassion, innovation, and performance, and we strive to create a work environment that is supportive, collaborative, and empowering.

Compensation, Perks, and Benefits

As a Provider Customer Service Call and Chat Representative at blithequark, you can expect a competitive hourly rate, as well as a comprehensive benefits package that includes:

• 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 to help you plan for your future
• Opportunities for advancement and professional growth within the company

Conclusion

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for our Provider Customer Service Call and Chat Representative position. At blithequark, we are committed to creating a healthier and more equitable health care system, and we believe that our employees are the key to our success. Join our team today and start making a difference in the lives of millions of people.

Don't miss this opportunity to join a dynamic and growing organization that is dedicated to improving the health and well-being of individuals and communities. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career in health care.