Experienced Customer Service Representative – Delivering Compassionate and Connected Health Solutions at blithequark

Introduction to blithequark

At blithequark, we are dedicated to building a world of health around every consumer, driven by our passion for transforming healthcare. As a leading health solutions company, we reach millions of Americans through our local presence, digital channels, and a team of over 300,000 purpose-driven colleagues. Our mission is to care for people where, when, and how they choose, in a way that is uniquely more connected, more convenient, and more compassionate. We do it all with heart, each and every day, and we are looking for like-minded individuals to join our team as a Customer Service Representative.

Job Overview

In this role, you will be the voice of blithequark, working in a fast-paced call center environment, speaking with members on the phone, and providing them with exceptional customer service. You will listen to their needs, provide direction, and create an emotional connection with our members by understanding and engaging them to the fullest. Your goal will be to deliver a world-class customer experience, going beyond the initial inquiry, and asking the unasked questions to ensure you are providing the most complete customer service experience possible.

Key Responsibilities

• Work in front of a computer for approximately 8 hours, speaking with members on the phone with little time in between calls during scheduled phone hours.
• Listen to members' needs and provide direction on how to get them the care they may need, without standard scripting.
• Create an emotional connection with our members by understanding and engaging them to the fullest, building a trusting and caring relationship.
• Provide customers with related information to answer unasked questions, such as additional plan details, benefit plan details, member self-service tools, and more.
• Educate and assist customers on various elements of benefit plan information and available services to enhance the overall customer service experience.
• Utilize all relevant information to effectively influence member engagement and provide education to support members in managing their health.
• Guide members to the appropriate health resource, offering alternatives where appropriate, and acting with the best interest of the customer in mind.
• Document and track all contacts, events, and outcomes with members using appropriate systems and processes.
• Take immediate action when confronted with a problem or made aware of a situation, resolving issues without or with limited management intervention.
• Use customer service threshold framework to make financial decisions to resolve member issues and respond quickly to meet customer needs and resolve problems.

Essential Qualifications

To be successful in this role, you will need:

• Customer Service experience in a transaction-based environment, such as a call center or retail location, demonstrating the ability to be empathetic and compassionate.
• 1+ year of Microsoft Office Suite Experience and experience working with multiple screens and applications.
• Effective organizational skills and the ability to manage multiple tasks, with excellent communication skills, both verbal and written.
• A High School Diploma is required, and you must live in and work in the Eastern Standard Time Zone, with flexibility to work an 8-hour shift between 8am and 8pm EST.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a healthcare or health insurance environment.
• Knowledge of benefit plan information and available services.
• Experience with customer service software and technology.
• Strong problem-solving and analytical skills.

Skills and Competencies

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

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Ability to work in a fast-paced environment, with a high volume of calls and multiple priorities.
• Strong organizational and time management skills, with the ability to manage multiple tasks and priorities.
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction and experience.

Career Growth Opportunities and Learning Benefits

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

• Comprehensive training program to ensure you have the skills and knowledge needed to succeed in your role.
• Ongoing coaching and feedback to help you grow and develop in your career.
• Opportunities for advancement and career progression, with a range of roles and opportunities available.
• Access to a range of learning and development resources, including online courses and training programs.

Work Environment and Company Culture

At blithequark, we are proud of our company culture and work environment. We offer a range of benefits and perks, including:

• A comprehensive and competitive mix of pay and benefits, including affordable medical plan options, a 401(k) plan, and an employee stock purchase plan.
• No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.
• A dynamic and supportive work environment, with a range of social and networking opportunities.

Compensation, Perks, and Benefits

The typical pay range for this role is $17.00 - $34.15 per hour, depending on experience and qualifications. We also offer a range of perks and benefits, including:

• Comprehensive health and wellness programs, including medical, dental, and vision coverage.
• Retirement savings plans, including a 401(k) plan and employee stock purchase plan.
• Flexible work arrangements, including telecommuting and flexible hours.
• Professional development opportunities, including training and education programs.

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 Service Representative, you will play a critical role in delivering a world-class customer experience, and we look forward to welcoming you to our team.

Apply now to join our team and start your career with blithequark today!