Experienced Virtual Bilingual Customer Service Advisor – Patient Experience and Account Resolution Specialist

Welcome to blithequark: Where Compassion Meets Excellence

At blithequark, we are dedicated to delivering exceptional patient experiences with purpose and integrity. Our commitment to caring for patients like family is at the heart of everything we do. If you are passionate about making a difference in the lives of others, we invite you to join our team as a Virtual Bilingual Customer Service Advisor. This is a unique opportunity to work from the comfort of your own home, Monday through Friday, during day shift hours, and be part of a dynamic team that prioritizes the well-being of our patients and colleagues alike.

About the Role

As a Virtual Bilingual Customer Service Advisor at blithequark, you will play a vital role in handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties. Your primary objective will be to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires the ability to learn and work in multiple account systems/applications, with a strong focus on providing exceptional customer service and ensuring timely resolution of patient inquiries.

Key Responsibilities:

• Communicate with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures
• Review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances
• Document patient inquiry and actions taken into the appropriate systems
• Update or add insurance information and/or patient demographic information and request rebill
• Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods
• Escalate patient complaints to the appropriate individual/department based on the nature of the issue
• Create a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
• Follow all blithequark Customer Service Organization (CSO) guidelines and policies
• Meet and maintain established departmental performance metrics for production and quality
• Adhere to all compliance guidelines
• Maintain working knowledge of workflow, systems, and tools used in the department

Qualifications and Requirements

To be successful in this role, you will need:

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
• Previous call center experience or managing high call volume
• Willingness to ask for payment from customers
• Virtual employees are required to have high-speed internet with 25 MB download and 6 Upload Speed (WiFi is not permitted)
• Spanish Bilingual is required

What We Offer

At blithequark, we are committed to supporting the health, life, career, and retirement of our colleagues. Our total rewards package includes:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans, auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more
• Free counseling services and resources for emotional, physical, and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off blithequark stock
• Family support through fertility and family building benefits, adoption assistance, and referral services for child, elder, and pet care
• Consumer discounts and retirement readiness, rollover assistance services, and preferred banking partnerships
• Education assistance, colleague recognition program, and Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income

Career Growth and Development

At blithequark, we believe in investing in the growth and development of our colleagues. As a Virtual Bilingual Customer Service Advisor, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge
• Career advancement opportunities within the company
• Recognition and reward programs to acknowledge your achievements and contributions
• A supportive and collaborative work environment that fosters open communication and teamwork

Our Culture and Values

At blithequark, we are proud of our culture and values, which are built on a foundation of compassion, integrity, and excellence. We believe in:

• Putting the patient and their family first
• Providing care with warmth, compassion, and dignity for the individual
• Embracing diversity and promoting inclusivity
• Fostering a culture of transparency, accountability, and open communication
• Recognizing and rewarding the contributions and achievements of our colleagues

Join Our Team

If you are passionate about delivering exceptional patient experiences and are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Virtual Bilingual Customer Service Advisor opening. We promptly review all applications, and highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

Equal Opportunity Employer

blithequark is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.