Experienced Customer Care Representative I – Remote Call Center Support for Behavioral Health 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 behavioral health industry is a vital sector that requires compassionate, skilled, and dedicated professionals to provide essential services to individuals in need. As a Customer Care Representative I at blithequark, you will play a critical role in ensuring that participants and providers receive exceptional support and guidance, while navigating the complexities of behavioral health and substance use services.

Job Summary

We are currently seeking a highly skilled and experienced Customer Care Representative I to join our team at blithequark. As a full-time remote position, you will have the opportunity to work from the comfort of your own home, while enjoying a competitive hourly rate ranging from $17.00 to $19.00, depending on your experience. In this role, you will be responsible for 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. If you are a motivated, customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity at blithequark.

Key Responsibilities

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

• Providing exceptional customer service to participants and providers, while handling inquiries, resolving issues, and assisting with behavioral health/substance use service needs
• Responding to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/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/or solutions
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems
• Providing information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers
• Ensuring all interactions are HIPAA compliant, 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
• Participating in staff meetings and attending other meetings and seminars as assigned
• Recommending new approaches, policies, and procedures to continually improve efficiency of the department and services performed
• Efficiently performing duties as assigned and working independently and as a team to accomplish common goals

Essential 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/or substance use field
• Accountability for commitments, follow-ups, tasks, and timely completion of trainings
• Flexible and quick learner, willing to adapt to changing customer and business needs
• Strong work ethic
• Excellent verbal, written, and listening communication skills within the English language
• Proven, high-quality customer service (internal and external customers)
• Ability to work independently and collaboratively
• Capability to analyze situations carefully and adopt appropriate courses of action
• Ability to understand and adhere to the duties, methods, and procedures required by the position
• Excellent organizational skills and attention to detail
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently
• Ability to effectively communicate to large and small group audiences
• Proficient with Microsoft Office Suite, system navigation, and/or related software

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Experience working in a remote call center environment
• Knowledge of behavioral health and substance use services
• Familiarity with HIPAA regulations and guidelines
• Previous experience working with diverse populations and/or marginalized communities
• Bilingual or multilingual skills

Skills and Competencies

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

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information
• Proficient with technology and software applications
• Ability to adapt to changing circumstances and priorities

Career Growth Opportunities and Learning Benefits

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

• Comprehensive training and onboarding program
• Ongoing coaching and mentoring
• Opportunities for professional development and advancement
• Access to industry-leading technology and software
• Collaborative and dynamic work environment

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a distributed team that values:

• Flexibility and work-life balance
• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and growth
• Diversity, equity, and inclusion

Compensation, Perks, and Benefits

As a full-time employee at blithequark, you will be eligible for a comprehensive benefits package, including:

• Competitive hourly rate
• Full benefit package, including medical, dental, and vision insurance
• 401(k) with generous employer match
• Paid time off and holidays
• Flexible work arrangements and remote work options
• Opportunities for professional development and advancement
• Access to industry-leading technology and software

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Care Representative I, you will play a critical role in ensuring that participants and providers receive exceptional support and guidance, while navigating the complexities of behavioral health and substance use services. With a competitive hourly rate, comprehensive benefits package, and opportunities for growth and development, this is an ideal opportunity for anyone looking to make a positive impact in the lives of others. Apply today to join our team at blithequark and start making a difference!