Experienced Remote Customer Experience Representative – Delivering Exceptional Support in a Dynamic Healthcare Environment at blithequark

Introduction to blithequark

Imagine being part of a global leader in mental health services and GuidanceResources for life, dedicated to relentless innovation and comprehensive care. At blithequark, we provide services to over 78,000 organizations and 163 million individuals across 200 countries, empowering employees to lead healthier and more productive lives while driving organizational excellence. As a pioneer in our field, we have established ourselves as the go-to partner for 40% of the Fortune 500 companies for their mental health needs. Our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, all designed to make a meaningful difference in people's lives.

Job Summary

We are seeking a highly skilled and compassionate Customer Experience Representative to join our team at blithequark. As a liaison between blithequark and our healthcare providers and clients in a call center environment, you will play a vital role in ensuring complete client satisfaction. Your primary responsibility will be to accept ownership for effectively resolving customer issues, complaints, and inquiries, providing exceptional support and care to our clients.

Primary Responsibilities

• Gain a comprehensive understanding of Employee Assistance Programs and Managed Care products to satisfy our callers' needs and concerns, providing personalized support and guidance.
• Allow callers to express their needs, concerns, and questions without interruption, actively listening to identify and respond to their needs while remaining empathetic and assuring in matters of behavioral health.
• Read, comprehend, and explain behavioral health benefits in a clear, concise, and professional manner, ensuring that our clients understand their options and feel supported.
• Respond to calls by providing accurate benefit and status information while remaining professional and empathetic at all times, transferring or referring callers to the appropriate department within blithequark or conferencing calls with outside parties as needed.
• Maintain high performance standards, including an average call time of less than 4 minutes, after-call work under 3 minutes, and an abandonment rate below 3%, resolving customers' issues efficiently and professionally.
• Document calls efficiently with detail into our software database, ensuring that all interactions are accurately recorded and easily accessible.
• Identify and research claim errors, sending written adjustments to the Claims Department as necessary, and establish strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within blithequark.
• Partner with other customer service and claim team members to respond quickly to customer needs, fostering a team environment that prioritizes collaboration, empathy, and exceptional client care.
• Perform other duties as assigned, demonstrating flexibility and a commitment to delivering outstanding results in a fast-paced and dynamic environment.

Essential Qualifications

• High School Diploma required, with a strong foundation in customer service, communication, and problem-solving.
• Bi-lingual Spanish preferred, with the ability to communicate effectively with diverse clients and stakeholders.
• Customer service inbound call center experience required, with a preference for experience in insurance, benefits, healthcare, or human resources.
• Knowledge of CPT/ICD-9 preferred, with a willingness to learn and adapt to new systems and processes.
• Stable work history required, with a demonstrated commitment to reliability, punctuality, and professionalism.
• Computer literacy in Microsoft Office Suite required, with the ability to navigate multiple software systems and databases.

Preferred Qualifications

• Previous experience in a healthcare or mental health setting, with a deep understanding of the complexities and challenges faced by our clients.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, colleagues, and stakeholders.
• A strong passion for delivering exceptional customer service, with a commitment to empathy, compassion, and understanding.

Career Growth Opportunities and Learning Benefits

At blithequark, we are dedicated to the growth and development of our team members, providing opportunities for professional development, training, and education. As a Customer Experience Representative, you will have access to a range of resources and support, including:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, communication, and behavioral health.
• Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and development.
• Cross-functional training, with the opportunity to work with different teams and departments, broadening your understanding of our organization and services.
• A supportive and collaborative work environment, with a strong focus on teamwork, empathy, and exceptional client care.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment, with a strong focus on diversity, equity, and inclusion. Our company culture is built on the values of empathy, compassion, and respect, with a commitment to delivering exceptional client care and support. As a team member, you can expect:

• A collaborative and supportive work environment, with a strong focus on teamwork and communication.
• A culture of empathy and compassion, with a deep understanding of the complexities and challenges faced by our clients.
• Opportunities for professional development and growth, with a commitment to ongoing training and education.
• A comprehensive benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and success. These include:

• A comprehensive benefits package, with medical, dental, vision, and 401(k) with match.
• Paid Time Off (PTO), with generous vacation and sick leave policies.
• A robust EAP, with access to counseling, coaching, and support services.
• A wellness program, with opportunities for fitness, nutrition, and stress management.
• A dynamic and inclusive work environment, with a strong focus on diversity, equity, and inclusion.

Conclusion

If you are a compassionate and skilled customer service professional, with a passion for delivering exceptional client care and support, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Experience Representative, you will play a vital role in our organization, providing personalized support and guidance to our clients and stakeholders. With a commitment to empathy, compassion, and understanding, we are dedicated to making a meaningful difference in the lives of our clients, and we invite you to join us on this journey.