Experienced Customer Service and Wellness Liaison – Delivering Exceptional Patient Care and Support

Welcome to blithequark

At blithequark, we are deeply committed to providing compassionate and high-quality care to our community members, and we believe that our dedicated team is at the heart of this mission. As a central hub for communication among clinicians, patients, and families, our corporate office team plays a vital role in ensuring the delivery of exceptional care to both our pediatric and geriatric community members. We are passionate about creating a supportive and inclusive environment that fosters growth, learning, and innovation, and we are excited to welcome a new team member to our Customer Service department.

About the Role

As a Customer Service and Wellness Liaison at blithequark, you will be responsible for providing unparalleled customer satisfaction to our patients and their families, addressing their needs, and ensuring that they receive the highest level of care and support. You will be the first point of contact for many of our patients, and your exceptional communication skills, empathy, and problem-solving abilities will be essential in building trust and rapport with our community members. If you are a compassionate and dedicated individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Proactive Inquiry Management: Actively monitor all inquiry channels, including email, social media, web forms, and phone calls, and respond to each inquiry with a personalized and timely response.
• Classifying and Prioritizing Inquiries: Classify inquiries based on the customer's needs, prioritize urgent matters, and ensure that high-priority inquiries are addressed promptly.
• Routing Inquiries: Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer.
• Delivering Personalized Customer Service: Confirm the Start of Care (SOC) date and the type of care needed, provide the company's contact number for any questions or concerns, and inform the customer of the next check-in date.
• Documentation and Follow-Up: Log all interactions, inquiries, and follow-up details in the provided Excel sheet, note the next contact date, and update the patient profile accordingly.
• Outbound Weekly Contact Requirement: Contact at least 600 patients per week for outbound calls, ensuring efficient management of workload to meet this target while maintaining high-quality service in each interaction.
• Call Management and Support: Respond to inbound calls promptly, handle outbound follow-up calls with professionalism and empathy, and ensure that all customer concerns are addressed and unresolved issues are followed up on within a reasonable time frame.
• Continuous Improvement and Team Collaboration: Request feedback from customers after resolving inquiries, use trends and data to improve service quality and team efficiency, and attend weekly/biweekly meetings to share insights, improve teamwork, and resolve challenges.

Essential Qualifications

• Excellent communication skills in English
• Strong problem-solving and decision-making abilities
• Ability to multitask and prioritize tasks effectively
• Proficient in using computer systems and software
• Ability to work well in a team environment
• Type 40 WPM
• At least one to two years of experience as a customer service representative, call center clerk, or medical office receptionist
• At least one year of previous healthcare experience working in a similar setting
• High School graduate or equivalent, with two years of college preferred

Preferred Qualifications

• Bilingual candidates are preferred
• Experience working in a fast-paced customer service environment
• Knowledge of healthcare regulations and standards
• Experience with electronic medical records (EMRs) and other healthcare software

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive benefits package that includes:

• Health, Dental, Vision insurance
• 401k + Company match
• Paid Holidays
• PTO Package
• Paid Orientation
• Employee Referral Program

We also offer a competitive salary of $20/HR +, as well as opportunities for professional growth and development in a supportive and inclusive environment.

Our Culture and Values

At blithequark, we are passionate about creating a culture that values compassion, empathy, and kindness. We believe that our employees are our greatest asset, and we are committed to providing a work environment that is supportive, inclusive, and respectful. We are dedicated to delivering exceptional care to our community members, and we are excited to welcome a new team member who shares our values and is passionate about making a difference in the lives of others.

How to Apply

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. Please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Equal Employment Opportunities

blithequark is an equal employment opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We welcome applications from diverse candidates and are committed to creating a culture that values diversity, equity, and inclusion.

Conclusion

Thank you for considering this exciting opportunity to join our team at blithequark. We are passionate about delivering exceptional care to our community members, and we are excited to welcome a new team member who shares our values and is passionate about making a difference in the lives of others. If you are a compassionate and dedicated individual who is passionate about delivering exceptional customer service, we encourage you to apply for this role. We look forward to hearing from you and exploring how you can contribute to our team.