Experienced Bilingual English and Spanish Senior Customer Service Representative for Remote Work in Florida - Delivering Exceptional Health Care Experiences

Introduction to blithequark

Imagine a career where you can make a real difference in people's lives, helping them navigate the complexities of health care with compassion and expertise. At blithequark, we are dedicated to simplifying the health care experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. If you are passionate about delivering exceptional customer service and are fluent in both English and Spanish, we invite you to join our team as a Senior Customer Service Representative.

About the Role

In this critical role, you will be the primary point of contact for our members and providers, assisting them in completing preventive screenings and adhering to their medications within specific STARS focus measures. Your goal will be to provide personalized support, addressing their unique needs and concerns, and empowering them to take control of their health. As a Senior Customer Service Representative, you will be an integral part of our team, working collaboratively with physicians and other health care providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation.

Key Responsibilities

• Frequent speaking, listening, and using a headset, with the ability to sit for long periods and use hands/fingers across a keyboard or mouse
• Working in a call center environment with moderate noise levels due to representatives talking, computers, printers, and floor activity
• Encouraging members to use their benefits to seek appropriate care, complete preventive screenings, and adhere to their medications during direct phone-based customer interactions
• Collaborating with physicians and other health care providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation
• Ensuring quality customer service for internal and external customers, responding to incoming customer service requests, and routing/escalating member concerns through appropriate channels
• Identifying and assessing customers' needs quickly and accurately, placing outgoing phone calls to complete follow-up on customer service STARS-related measures
• Responding to customer service inquiries or routing inquiries to appropriate departments as necessary, establishing and demonstrating competency in eligibility and associated applications
• Maintaining timely, accurate documentation for all appropriate transactions, consistently meeting established productivity, schedule adherence, and quality standards
• Keeping management abreast of all outstanding issues, implementing customer service strategies relating to STARS Outreach Measures, and recommending related improvements/enhancements

Essential Qualifications

To be successful in this role, you will need:

• High School Diploma/GED or equivalent work experience
• Must be 18 years of age or older
• 1+ years of customer service experience analyzing and solving customer problems
• Bilingual fluency in English and Spanish
• Experience with Microsoft Office products, including Microsoft Word, Excel, and Outlook
• Ability to work between the hours of 8:00 AM - 5:00 PM from Monday to Friday, with some overtime may be requested

Preferred Qualifications

While not required, the following qualifications are preferred:

• Health Care/Insurance environment experience, including familiarity with medical terminology, health plan documents, or benefit plan design
• Social work, behavioral health, disease prevention, health promotion, and behavior change experience, particularly working with vulnerable populations
• Sales or account management experience

Telecommuting Requirements

This is a remote work opportunity, and you will need to:

• Reside within the state of Florida, within a commutable distance to a blithequark office in Miami or Fort Lauderdale
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have a reliable, high-speed internet connection
• Adhere to blithequark's Telecommuter Policy

Soft Skills

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

• Ability to navigate a computer while on the phone
• Ability to multi-task, including understanding multiple products and multiple levels of benefits within each product
• Ability to remain focused and productive each day, despite repetitive tasks
• Ability to execute own assignments under the direction of experienced staff
• Ability to balance and prioritize multiple tasks, seeking assistance as appropriate
• Ability to trouble-shoot problems and work collaboratively in a team environment
• Willingness to learn new and complex computer system applications

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Senior Customer Service Representative, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Ongoing coaching and feedback to support your professional development
• Opportunities to take on new challenges and responsibilities, advancing your career within the company
• A collaborative and dynamic work environment that fosters innovation and creativity

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse company culture. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. As an employee, you will be part of a team that:

• Values diversity and promotes equal employment opportunities
• Supports work-life balance and offers flexible scheduling options
• Encourages open communication, transparency, and feedback
• Fosters a culture of innovation, creativity, and continuous learning

Compensation, Perks, and Benefits

As a blithequark employee, you will be eligible for a comprehensive compensation package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance, including medical, dental, and vision coverage
• 401(k) retirement savings plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and career advancement

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Senior Customer Service Representative at blithequark, you will be part of a dynamic team that is dedicated to making a real difference in people's lives. Join us in our mission to simplify the health care experience, create healthier communities, and remove barriers to quality care. Apply today and take the first step towards a rewarding and challenging career with blithequark!