Experienced Remote Senior Customer Service Advocate for Dynamic Healthcare Environment – Utilizing Excellent Communication Skills to Drive Member Satisfaction and Campaign Success

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences in the healthcare industry. As a leader in innovative healthcare solutions, we strive to make a positive impact on the lives of our members and patients. Our team is dedicated to providing top-notch service, and we are seeking a highly skilled and compassionate Remote Senior Customer Service Advocate to join our dynamic team. In this role, you will play a vital part in driving member satisfaction and campaign success through outbound call campaigns, inbound call support, and exceptional communication skills.

Job Overview

The Remote Senior Customer Service Advocate is a key position within our organization, responsible for handling multiple call campaigns and interacting with patients, members, health plans, and providers. This role requires a unique blend of skills, including the ability to think critically, maintain a calm demeanor, and adapt quickly to respond to member questions and concerns. As a Senior Customer Service Advocate, you will be responsible for conducting outbound member calls, handling inbound calls, and completing detailed call documentation to drive campaign success and member satisfaction.

Key Responsibilities

• Conduct outbound member calls to support various call campaigns, including attribution, disruption, appointment scheduling, and medication adherence
• Handle member inbound calls to address inquiries and provide exceptional customer service
• Conduct 3-way calls with patients and health plans to facilitate communication and resolve issues
• Complete detailed call documentation to ensure accurate tracking and reporting of campaign success
• Troubleshoot system and data issues to ensure the correct population is included in call campaigns
• Escalate patient/member concerns to management as needed
• Maintain a calm and professional demeanor when interacting with patients/members
• Adapt quickly to respond to member questions and concerns
• Understand target success rates for each call campaign and drive performance to meet expectations
• Facilitate communication through the Language Assistance Program for members who are not English proficient
• Ensure confidentiality of all hard copy, electronic, and verbal communication

Essential Qualifications

To be successful in this role, you will need to possess a minimum of 12 months of experience in customer/member services or a related function in a healthcare organization. Experience with conducting member outbound calls and working in a managed care environment is preferred. You should also have demonstrated experience and expertise in customer service skills, including excellent verbal and written communication skills, handling difficult communications with skill, and clear and concise targeted communications focused on the customer.

Education and Licensure

A minimum educational level of a high school diploma is required, with some college-level coursework preferred. Bilingual skills in English and Spanish are also preferred.

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates who possess excellent communication skills, both written and verbal, and the ability to think critically and adapt quickly to changing situations. Experience with multiple systems and the ability to navigate while interacting with patients is also preferred.

Skills and Competencies

• Excellent verbal and written communication skills
• Ability to think critically and adapt quickly to changing situations
• Experience with multiple systems and ability to navigate while interacting with patients
• Ability to maintain a calm and professional demeanor in high-pressure situations
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and accuracy in work product

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Remote Senior Customer Service Advocate, you will have access to regular training exercises to maintain program knowledge and stay up-to-date on industry trends and best practices. You will also have opportunities to take on additional responsibilities and contribute to the development of new initiatives and projects.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and compassion. We believe in creating a positive and supportive work environment that fosters collaboration, creativity, and innovation. As a remote team member, you will be part of a dynamic and diverse team that is passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive salary range of $18.40 - $22.10 per hour, depending on experience and qualifications. In addition to our competitive salary, we offer a range of perks and benefits, including opportunities for professional growth and development, a supportive and collaborative work environment, and a comprehensive benefits package.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Remote Senior Customer Service Advocate at blithequark, you will be part of a dynamic team that is dedicated to making a positive impact on the lives of our members and patients. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!