Experienced Customer Service Specialist – Healthcare Billing and Revenue Cycle Management Expertise for Delivering Exceptional Patient Experiences at blithequark

Introduction to blithequark

At blithequark, we are revolutionizing the primary care experience by combining innovative healthcare solutions with a customer-obsessed approach. As we continue to expand and transform the healthcare landscape, we are seeking passionate and dedicated individuals to join our team. Our mission is to deliver high-quality care and service to our patients, and we are looking for like-minded professionals who share our vision. If you are a strong and innovative problem-solver with a passion for helping others, we would love to connect with you.

Job Overview

As a Customer Service Specialist at blithequark, you will play a vital role in managing patient inquiries and delivering world-class care. You will be responsible for handling patient phone calls and messages, de-escalating issues, ensuring patient satisfaction, and assisting with navigating healthcare needs, including insurance, billing, medical records, authorizations, and referrals. You will utilize our unique CI CARE framework to ensure a positive experience for our patients. This framework is designed to provide a great interaction and effective communication with our patients and each other, and it is a key element of our approach to delivering exceptional customer service.

Key Responsibilities

• Handle patient phone calls and message inquiries, de-escalate issues, ensure patient satisfaction, and assist with navigating healthcare needs, including insurance, billing, medical records, authorizations, and referrals.
• Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient billing issues and questions.
• Proactively reach out to patients with open balances to assist with payment options, educate admins and patients on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, and support blithequark's efforts to empower patients in resolving financial responsibilities.
• Assist admins with our member's billing needs via our tasking system to provide the best customer service.
• Investigate claims through insurance to ensure they were processed according to the patient benefit plan, including reviewing and reconciling patient and insurance balances for accuracy.
• Master our technology suite, including RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System, to interact with team members and patients and complete daily work.
• Contribute to team development through rounding, attending team huddles, participating in team problem-solving, and supporting all in-office providers with urgent and stat patient needs.

About the Role

A phone customer service healthcare associate for patient billing inquiries at blithequark plays a crucial role in ensuring patient satisfaction and maintaining clear communication regarding financial matters. The ideal candidate will have a thorough understanding of medical billing practices, insurance policies, and blithequark's specific billing procedures to provide detailed explanations of charges, co-pays, and deductibles. You will be expected to research and resolve billing discrepancies, process payments, and assist with setting up payment plans when necessary. Strong problem-solving skills are essential to navigate complex billing situations, and the ability to clearly communicate financial information to patients and de-escalate when necessary is critical.

A Day in the Life

In this role, you will handle inbound calls from blithequark patients regarding their medical bills, insurance claims, and payment inquiries. Daily activities will include reviewing patient accounts, processing payments, explaining EOBs, and coordinating with internal stakeholders such as medical billing specialists, insurance verification teams, and healthcare providers to resolve billing discrepancies. You will solve problems like incorrect charges, insurance claim rejections, payment plan requests, and billing confusion. Regular communication with insurance companies to verify benefits and claim status is essential. You will document all interactions in the electronic health record system and follow up on pending issues.

About Our Team

blithequark's call center team combines healthcare expertise with a customer-obsessed culture to deliver exceptional patient support. Our team has focused on making healthcare more accessible and less complicated for our members. We handle billing inquiries with empathy and efficiency, and our culture emphasizes leadership principles of ownership and continuous improvement, supported by ongoing training and development. Team members work in a diverse, inclusive environment where success is measured by positive patient impact while maintaining the highest standards of healthcare privacy and professionalism.

Qualifications

To be successful in this role, you will need to have:

• 2+ years of customer service experience in a call center environment
• 1+ years of experience with medical billing, insurance claims, or healthcare revenue cycle
• Demonstrated proficiency in Microsoft Office Suite
• Experience using electronic health records (EHR) or customer relationship management (CRM) systems
• Knowledge of HIPAA compliance and healthcare privacy regulations
• High school diploma or equivalent

Preferred Qualifications

While not required, the following qualifications are preferred:

• Spanish speaking
• Ability to work various shifts
• Strong problem-solving and documentation skills
• Ability to type 45+ WPM while maintaining accuracy

Career Growth and Development

At blithequark, we are committed to the growth and development of our team members. We offer ongoing training and development opportunities to help you build your skills and advance your career. Our culture emphasizes leadership principles of ownership and continuous improvement, and we encourage our team members to take ownership of their work and strive for excellence.

Work Environment and Company Culture

Our work environment is dynamic and fast-paced, with a focus on delivering exceptional patient experiences. We value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels welcome and valued. Our company culture is built on a foundation of respect, empathy, and kindness, and we strive to create a positive and supportive work environment for all of our team members.

Compensation and Benefits

Our compensation package is competitive and reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $41,600/year in our lowest geographic market up to $45,760/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. We also offer a range of benefits, including medical, financial, and other benefits, to support the well-being of our team members.

Conclusion

If you are a passionate and dedicated customer service professional with a passion for healthcare, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Specialist, you will play a vital role in delivering exceptional patient experiences and contributing to the growth and success of our organization. We look forward to hearing from you and exploring how you can join our team and make a positive impact on the lives of our patients.