Experienced Customer Experience Representative – Inbound Remote Position for Delivering Exceptional Support and Service to Members and Providers

Introduction to blithequark

At blithequark, we are dedicated to providing top-notch healthcare services to individuals receiving government assistance. As a nationwide organization, we strive to make a positive impact in the lives of our members and providers. Our mission is built on the foundation of quality, compassion, and excellence. We are seeking a highly skilled and empathetic Customer Experience Representative to join our team, providing exceptional support and service to our members and providers in a fast-paced, remote environment.

Job Overview

As a Customer Experience Representative at blithequark, you will play a vital role in delivering stellar service and resolving issues effectively. Your primary responsibility will be to provide product and service information, address member and provider needs, and identify opportunities to improve their experiences. You will be the face of our organization, demonstrating our values in every interaction and ensuring that our members and providers receive the best possible support.

Key Responsibilities

• Provide service support to members and/or providers using multiple contact center communication channels, including phone, chat, email, and off-phone work, across various states and products.
• Conduct surveys related to health assessments and member/provider satisfaction to gather valuable insights and improve our services.
• Accurately document pertinent details related to member or provider inquiries, ensuring that all information is up-to-date and easily accessible.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner, identifying and exceeding customer expectations.
• Aptly listen attentively, capture relevant information, and identify member or provider inquiries and concerns, providing timely and effective resolutions.
• Meet or exceed individual performance goals established for the position, including call quality, attendance, adherence, and other contact center objectives.
• Proactively engage and collaborate with internal and external departments to ensure seamless support and resolve complex issues efficiently.
• Take personal responsibility and accountability for providing resolutions in real-time or through timely follow-up with members and/or providers.
• Support provider needs for basic inquiries and assistance involving member eligibility, covered benefits, Provider Portal, and status of submitted claims.
• Effectively communicate in a professional setting, ensuring that all interactions are clear, concise, and respectful.

Qualifications and Requirements

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

Essential Qualifications

• High School Diploma or equivalent combination of education and experience.
• 1-3 years of sales and/or customer service experience in a fast-paced, high-volume environment.

Preferred Qualifications

• Associate's Degree or equivalent combination of education and experience.
• 1-3 years of experience in a related field, with preferred systems training in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to empathize with members and providers.
• Strong problem-solving and analytical skills, with the ability to resolve complex issues efficiently.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
• Strong attention to detail, with the ability to accurately document information and maintain confidentiality.
• Ability to work regularly scheduled shifts, including weekends and overtime, as needed.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Representative, you will have access to ongoing training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into the role.
• Ongoing coaching and feedback to enhance performance and address areas for improvement.
• Opportunities for career advancement and professional growth within the organization.
• Access to a wide range of training programs and workshops to enhance skills and knowledge.

Work Environment and Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. As a remote employee, you will be part of a dynamic and supportive team, with opportunities to collaborate and engage with colleagues from across the organization. Our culture is built on the values of respect, empathy, and excellence, and we strive to create an environment that is conducive to growth, development, and success.

Compensation and Benefits

blithequark offers a competitive benefits and compensation package, including:

• Hourly pay range of $20.29 - $28.82, with actual compensation varying based on geographic location, work experience, education, and/or skill level.
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and paid time off.
• Opportunities for career advancement and professional growth, with a focus on developing and promoting from within.
• A dynamic and supportive work environment, with a focus on employee engagement and satisfaction.

Conclusion

If you are a motivated and empathetic individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Experience Representative at blithequark, you will be part of a team that is dedicated to making a positive impact in the lives of our members and providers. With a focus on growth, development, and success, we offer a dynamic and supportive work environment that is conducive to achieving your career goals. Apply today and join our team of dedicated professionals who are committed to excellence and making a difference in the lives of others.