Experienced Remote Call Center Customer Service Representative III – Medicaid Member Support and Team Lead for blithequark

Introduction to blithequark and the Industry

At blithequark, we deliver mission-critical services and solutions on behalf of prominent clients, creating exceptional outcomes for them and the millions of people who count on them. As a leader in our field, we recognize the importance of individuality and value the unique perspectives and contributions of our associates every day. The customer service industry is rapidly evolving, with a growing emphasis on personalized support, technical proficiency, and empathetic understanding. As a Remote Call Center Customer Service Representative III, you will play a vital role in driving this evolution forward and making a real impact in the lives of our clients and their customers.

About the Role

We are seeking an experienced and skilled Remote Call Center Customer Service Representative III to join our team, specifically supporting Medicaid members in the State of Iowa. As a Tier 3 representative, you will act as an escalation point for inquiries from potential and existing program recipients and affiliates, providing expert guidance and support. Additionally, you will serve as a team lead for peer agents, mentoring and guiding them to achieve exceptional results. Your primary responsibilities will include:

• Providing one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles, ensuring clear, complete, accurate, and objective information based on a full understanding of program requirements.
• Accurately documenting enrollment requests and status changes, maintaining technical and program policy proficiency in relevant rules and guidelines.
• Entering application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone.
• Maintaining effective working relationships with applicants, beneficiaries, and co-workers, establishing trust and rapport through excellent communication and interpersonal skills.

Key Responsibilities and Expectations

In this role, you will be expected to:

• Act as a subject matter expert, providing guidance and support to peer agents and resolving complex customer inquiries.
• Develop and maintain a deep understanding of program policies, procedures, and requirements, staying up-to-date on changes and updates.
• Utilize problem-solving skills to analyze and resolve customer complaints and concerns, escalating issues as necessary.
• Collaborate with internal stakeholders to resolve customer issues, ensuring timely and effective resolution.
• Maintain accurate and detailed records of customer interactions, ensuring data integrity and compliance with regulatory requirements.

Essential and Preferred Qualifications

To be successful in this role, you will need:

• A basic understanding of a call center environment in a customer service role, including quality monitoring processes and performance metrics.
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers, demonstrating empathy, active listening, and conflict resolution skills.
• High School diploma or GED, with a background check required.
• Residency within 1 hour driving distance from Des Moines, IA, with reliable internet access and a dedicated workspace.
• Excellent typing and grammar skills, with the ability to navigate a computer and utilize policy and procedure manuals.

Preferred qualifications include:

• Previous experience in a customer service role, preferably in a call center environment.
• Knowledge of Medicaid programs and policies, with experience working with diverse populations and communities.
• Leadership or team lead experience, with the ability to mentor and guide peer agents.
• Excellent customer service skills, with a strong focus on empathy, active listening, and conflict resolution.

Skills and Competencies Required for Success

In addition to the essential and preferred qualifications, you will need to demonstrate the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers and colleagues.
• Excellent problem-solving and analytical skills, with the ability to resolve complex customer complaints and concerns.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
• Strong attention to detail, with the ability to maintain accurate and detailed records of customer interactions.
• Ability to adapt to changing policies, procedures, and technologies, demonstrating a commitment to ongoing learning and professional development.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our associates, providing opportunities for career advancement and professional development. As a Remote Call Center Customer Service Representative III, you will have access to:

• Paid training programs, designed to enhance your skills and knowledge in customer service, policy, and procedure.
• Leadership development opportunities, with the potential to progress into team lead or supervisory roles.
• Cross-functional training, allowing you to develop a deeper understanding of our business and operations.
• Performance-based promotions, with opportunities for advancement and career growth.

Work Environment and Company Culture

At blithequark, we value a positive, employee-friendly culture, recognizing the importance of work-life balance and employee well-being. As a remote associate, you will be expected to maintain a dedicated workspace, free from distractions and interruptions. Our company culture is built on the principles of:

• Respect and empathy, with a focus on diversity, equity, and inclusion.
• Integrity and transparency, with a commitment to ethical business practices and compliance.
• Collaboration and teamwork, with a focus on shared goals and objectives.
• Continuous learning and improvement, with a commitment to ongoing training and development.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $19.00 per hour, with bi-weekly pay and opportunities for overtime.
• Paid training programs, with equipment provided and a dedicated support team.
• Full-time schedule, with a minimum of 40 hours per week and opportunities for flexible scheduling.
• Full benefits package, including health insurance, voluntary dental and vision programs, life and disability insurance, and a retirement savings plan.
• PerkSpot employee discount program, with access to exclusive discounts and savings.

Conclusion and Call to Action

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Remote Call Center Customer Service Representative III at blithequark, you will have the chance to make a real impact in the lives of our clients and their customers, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and grow with a company that values individuality and appreciates new ways of thinking. Apply today and take the first step towards a rewarding and challenging career with blithequark!