Experienced Customer Care Representative I – Remote Call Center Support for Behavioral Health and Substance Use Services at blithequark

Introduction to blithequark and the Industry

blithequark is a leading organization dedicated to making lives better by providing exceptional support and services to its clients and employees. As a renowned staffing firm serving state and local governments, blithequark has established itself as an award-winning partner in the industry. With a strong mission to engage and support clients, while identifying and cultivating the talents of its employees, blithequark is committed to delivering outstanding customer service, accountability, and results. The Maryland Behavioral Health Administrative Services Project is a key initiative that requires dedicated and compassionate professionals to provide top-notch support to participants and providers.

Job Overview

We are currently seeking a highly skilled and experienced Customer Care Representative I to join our team at blithequark. As a remote call center support specialist, you will play a vital role in developing and maintaining positive customer relations, coordinating with various functions within the company, and ensuring that customer requests and questions are handled appropriately and in a timely manner. With a competitive hourly rate ranging from $17.00 to $19.00, depending on experience, this full-time position offers a unique opportunity to make a meaningful difference in the lives of others while working from the comfort of your own home.

Key Responsibilities

As a Customer Care Representative I at blithequark, your primary responsibilities will include:

• Providing exceptional customer service to participants and providers via incoming calls, emails, and other communication channels, addressing questions and concerns related to behavioral health and substance use services.
• Researching and resolving customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and solutions.
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems.
• Offering education and guidance on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensuring all interactions are HIPAA compliant, adhering to company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Collaborating with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identifying and communicating trends in customer inquiries to support continuous improvement initiatives for the project.
• Participating in developing department goals, objectives, and systems, as well as attending staff meetings and other meetings and seminars as assigned.
• Recommending new approaches, policies, and procedures to continually improve efficiency and services performed.
• Efficiently performing duties as assigned, working independently and as a team to accomplish common goals, and performing other related duties as assigned.

Essential and Preferred Qualifications

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

• High school diploma or equivalent.
• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and substance use field.
• Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Ability to work independently and collaboratively, with a strong work ethic and excellent organizational skills.
• Proficiency in Microsoft Office Suite, system navigation, and related software.
• Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
• Flexibility and adaptability in a rapidly changing environment, with a willingness to learn and grow.

Preferred qualifications include:

• Experience working in a remote call center environment.
• Knowledge of behavioral health and substance use services, including eligibility requirements and program processes.
• Certifications or training in customer service, call center support, or related fields.

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Excellent verbal, written, and listening communication skills within the English language.
• Proven high-quality customer service skills, with the ability to work with diverse populations and provide empathetic support.
• Strong problem-solving and analytical skills, with the ability to analyze situations carefully and adopt appropriate courses of action.
• Ability to prioritize multiple tasks, navigate multiple computer applications and screens efficiently, and maintain accurate records and documentation.
• Ability to work effectively in a team environment, collaborating with colleagues and other departments to achieve common goals.

Career Growth Opportunities and Learning Benefits

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

• Comprehensive onboarding and training program to ensure your success in the role.
• Ongoing coaching and mentoring to support your growth and development.
• Opportunities for career advancement and professional growth within the company.
• Access to a range of learning resources and tools to support your continued education and development.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. As a remote call center support specialist, you will be working from the comfort of your own home, with the flexibility to manage your schedule and workload. Our company culture is built on the values of excellence, integrity, and compassion, and we are committed to creating a workplace that is inclusive, diverse, and respectful of all employees.

Compensation, Perks, and Benefits

As a Customer Care Representative I at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive hourly rate ranging from $17.00 to $19.00, depending on experience.
• Full benefit package, including medical, dental, and vision insurance, as well as a 401k with a generous employer match.
• 19 days of PTO, 12 paid holidays, and flex time allowed during the same week.
• Opportunities for merit and COLA increases, as well as bonuses and incentives for outstanding performance.
• Access to a range of employee perks and discounts, including pet insurance, mass transportation benefits, and more.

Conclusion

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Care Representative I, you will play a vital role in supporting the behavioral health and substance use services needs of our clients and participants, while working in a dynamic and supportive environment that values excellence, integrity, and compassion. Don't miss out on this opportunity to make a meaningful difference in the lives of others – apply today to join our team at blithequark!