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 cultivating the talents of its employees, blithequark is committed to delivering outstanding customer service, accountability, and results-driven solutions. The Maryland Behavioral Health Administrative Services Project is a key initiative that requires dedicated and compassionate professionals to provide top-notch support to participants and providers.

Job Overview

We are currently seeking a highly skilled and experienced Customer Care Representative I to join our team at blithequark. As a remote call center support specialist, you will play a vital role in developing and maintaining positive customer relations, coordinating with various functions within the company, and ensuring that customer requests and questions are handled promptly and efficiently. With a focus on behavioral health and substance use services, you will provide exceptional support to participants and providers, addressing inquiries, resolving issues, and assisting with service needs.

Key Responsibilities

• Respond to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health and substance use services.
• Research and resolve customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and solutions.
• Accurately log customer interactions, maintain updated records, and document resolutions using internal systems.
• Provide information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensure all interactions are HIPAA compliant, adhering to company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Collaborate with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identify and communicate trends in customer inquiries to support continuous improvement initiatives for the project.
• Participate in developing department goals, objectives, and systems.
• Participate in staff meetings and attend other meetings and seminars as assigned.
• Recommend new approaches, policies, and procedures to continually improve efficiency and services performed.
• Efficiently perform duties as assigned and work 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 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 experience (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 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, integrated, deliverable-driven teams.

Skills and Competencies

To excel in this role, you will need to demonstrate 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 adapt to changing customer and business needs.
• Proficient in Microsoft Office Suite and related software.

Career Growth Opportunities and Learning Benefits

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

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A supportive and collaborative work environment that fosters learning and development.
• Recognition and rewards for outstanding performance and contributions.

Work Environment and Company Culture

blithequark is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. As an employee, you can expect:

• A remote work arrangement that offers flexibility and work-life balance.
• A collaborative and supportive team environment that encourages open communication and feedback.
• A culture that values and recognizes employee contributions and achievements.
• Opportunities to participate in company-wide initiatives and events that promote employee engagement and well-being.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package that includes:

• A hourly rate ranging from $17.00-$19.00 per hour, depending on experience.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401k plan with a generous employer match.
• Paid time off, holidays, and flexible scheduling options.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment that values employee well-being and success.

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 at blithequark. As a Customer Care Representative I, you will play a vital role in supporting our clients and employees, while contributing to the growth and success of our organization. Don't miss this chance to join a dynamic and supportive team that values your skills, experience, and contributions. Apply today and take the first step towards a rewarding and challenging career at blithequark!