Experienced Customer Service Representative – Behavioral Health Advocate and Support Specialist for Delivering Exceptional Member Experiences and Empathetic Care

Introduction to blithequark

At blithequark, we are dedicated to building a world of health and wellness around every individual, surrounding ourselves with passionate and purpose-driven colleagues who are committed to transforming the healthcare landscape. As a leading health solutions company, we reach millions of people through our local presence, digital channels, and a vast network of dedicated professionals – caring for individuals 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, striving to make a positive impact on the lives of our members and the communities we serve.

Job Overview

blithequark has an exciting opportunity available for a full-time Customer Service Representative in our Behavioral Health team. This critical role provides advocate care to assist members with a clear path to care, claims understanding, and resolution, while also educating them on available online resources. As a Customer Service Representative, you will guide members through their plan of benefits, blithequark policies and procedures, and have knowledge of resources to comply with regulatory guidelines. Your empathetic approach and ability to champion for our members' best health will make a significant difference in their lives.

Key Responsibilities

• Create an empathetic connection with our members by understanding and engaging them to the fullest, championing for their best health and well-being.
• Take accountability to fully understand the member’s needs by building a trusting and caring relationship with them.
• Anticipate customer needs by answering unasked questions and providing proactive support.
• Perform reviews of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.
• Perform financial data maintenance as necessary to ensure seamless and efficient service delivery.
• Explain member's rights and responsibilities in accordance with their contract, ensuring transparency and clarity.

Work Environment and Technical Requirements

To succeed in this role, you must have a quiet and secure workspace in your home, free from distractions and interruptions. We recommend the following technical requirements for your residential internet service:

• Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).
• Select a minimum of 25mbps/3mbps, with higher speeds preferred for optimal performance.
• A hardwired connection (ethernet connection) is required, as wireless connections may introduce performance degradation risks.
• Consider the internet usage of others in your household during your scheduled working hours and adjust your internet plan accordingly to ensure uninterrupted service.

Qualifications and Skills

Required Qualifications

• 1+ years of experience in a call center environment, with a proven track record of delivering exceptional customer service.
• Experience using Microsoft Office products, specifically Excel, Outlook, and Word.
• High School Diploma or GED equivalent.

Preferred Qualifications

• Previous experience in Behavioral Health, Medical, or Insurance background, with a deep understanding of the healthcare industry and its complexities.
• Experience working from home in a remote role, with the ability to self-manage and stay motivated in a virtual environment.

Essential Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to empathize with members and provide personalized support.
• Strong problem-solving and analytical skills, with the ability to navigate complex issues and provide effective solutions.
• Ability to work in a fast-paced environment, with a high volume of calls and inquiries, while maintaining a calm and composed demeanor.
• Strong attention to detail, with the ability to accurately document and maintain member information.

Career Growth and Development Opportunities

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

• Comprehensive training programs to enhance your skills and knowledge in customer service, behavioral health, and healthcare operations.
• Opportunities for career advancement, with a clear path for professional growth and development.
• Access to mentorship programs, with experienced colleagues who can provide guidance and support.

Work Culture and Environment

At blithequark, we pride ourselves on our positive and inclusive work culture, with a strong focus on colleague well-being, diversity, and inclusion. As a Customer Service Representative, you will be part of a dynamic and supportive team, with a shared commitment to delivering exceptional member experiences. Our work culture is built on the following core values:

• Empathy and compassion, with a deep understanding of our members' needs and concerns.
• Integrity and transparency, with a commitment to honesty and openness in all our interactions.
• Accountability and responsibility, with a focus on delivering high-quality service and support.
• Collaboration and teamwork, with a shared commitment to achieving our goals and objectives.

Compensation and Benefits

At blithequark, we offer a competitive compensation and benefits package, with a range of perks and incentives to support your well-being and career growth. Our benefits include:

• Affordable medical plan options, with access to a range of healthcare services and providers.
• A 401(k) plan, with matching company contributions to support your retirement savings.
• An employee stock purchase plan, with the opportunity to invest in blithequark's future growth and success.
• No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs.
• Confidential counseling and financial coaching, with access to expert advice and support.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service and supporting the well-being of others, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will be part of a dynamic and supportive team, with a shared commitment to making a positive impact on the lives of our members. Apply now to join our team and start your journey with blithequark!