Introduction to Blithequark
Blithequark is a mission-driven organization dedicated to tackling the most pressing issues facing older adults in the United States. As a leading expert in senior healthcare, blithequark has been innovating healthcare for seniors everywhere for over 40 years. Our team of talented, passionate professionals is committed to supporting older adults on their aging journey, and we are now seeking a skilled Bilingual Customer Service Call Center Agent to join our member services team.
About the Role
As a Bilingual Customer Service Call Center Agent at blithequark, you will serve as an advocate and point of contact for member questions and concerns regarding benefits, eligibility, referrals, claims, and any other aspects of plan benefits and services. Your primary goal will be to ensure member satisfaction by providing superior customer service and a willingness to help at all times while maintaining a professional demeanor.
Key Responsibilities
- Provide quality customer service by applying blithequark's Five Service Principles, educating members, family, providers, and caregivers regarding benefits and plan options.
- Accurately explain benefits and plan options in person, via email, or telephonically, ensuring that members understand their options and can make informed decisions.
- Provide follow-up with members by clarifying the customer's issue, determining the cause, and identifying and explaining the solution, escalating appropriate member issues to management or other departments as required.
- Consistently meet and/or exceed departmental standards, including quality, productivity, and adherence to schedule and attendance, demonstrating a commitment to excellence in customer service.
- Respond appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims, and all other issues, following departmental policies and procedures and job aids.
- Increase member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely, and accurate fashion, coordinating resolution with providers and other departments as needed.
- Participate in member calling projects as assigned by management to support the overall blithequark goal of membership retention, demonstrating a proactive approach to customer service.
- Follow policies and procedures and job aids to maintain efficient and compliant operations, communicating suggestions for improvement and efficiencies to management, identifying and reporting problems with workflows, and actively participating in departmental staff meetings and training sessions.
- Follow all appropriate Federal and State regulatory requirements and guidelines applicable to blithequark operations, as documented in company policies and procedures, including HIPAA requirements.
- Document transactions by completing applicable member forms and summarizing actions taken in the appropriate computer system, following standards set by the department or by other authorized individuals.
- Temporarily respond to routine member questions and concerns on specific medical group call queues as part of skill development, demonstrating flexibility and a willingness to learn.
- Contribute to team effort by accomplishing related results as needed, demonstrating a collaborative approach to customer service.
- Actively support the achievement of blithequark's Vision and Goals, demonstrating a commitment to the organization's mission and values.
- Perform other duties as assigned, demonstrating a flexible and proactive approach to customer service.
Qualifications and Requirements
To be successful in this role, you will need to possess the following qualifications and skills:
- Required: G.E.D./High School diploma or equivalent.
- 1-2 years of call center or related customer service experience, required, with a focus on providing excellent customer service in a fast-paced environment.
- 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans, preferred, with a strong understanding of healthcare and insurance industry concepts.
- Experience in the healthcare, insurance, or pharmacy industry is highly desirable, with a strong understanding of the complexities of senior healthcare.
- Ability to maintain a calm demeanor at all times, including during highly charged situations, demonstrating excellent emotional intelligence and conflict resolution skills.
- Data entry and general computer skills (word processing, email) are required, with the ability to learn new systems and technologies quickly.
- Effective communication (oral and written) skills are essential, with a professional and pleasant telephone manner, and the ability to communicate complex information in a clear and concise manner.
- Ability to handle large call volume, while providing excellent customer service at all times, demonstrating a proactive and flexible approach to customer service.
- Demonstrated efficiency and effectiveness in an environment with a high call volume, with a strong focus on quality and productivity.
Language Requirements
As a Bilingual Customer Service Call Center Agent, you will need to be fluent in one of the following languages: Korean, Mandarin, or Vietnamese, with the ability to communicate effectively with members who speak these languages.
Career Growth and Development Opportunities
At blithequark, we are committed to the growth and development of our employees, providing opportunities for training, education, and career advancement. As a Bilingual Customer Service Call Center Agent, you will have access to:
- In-depth training and development programs to enhance your skills and knowledge.
- Opportunities for career advancement and professional growth within the organization.
- A supportive and collaborative work environment that encourages innovation and creativity.
- A comprehensive benefits package, including competitive pay, bonuses, and incentives.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment, with a strong focus on teamwork, collaboration, and employee recognition. As a Bilingual Customer Service Call Center Agent, you will be part of a dynamic and diverse team that is committed to making a difference in the lives of our members.
Our company culture is built on the following values:
- A commitment to excellence in customer service.
- A focus on teamwork and collaboration.
- A passion for innovation and creativity.
- A dedication to the growth and development of our employees.
- A strong sense of social responsibility and community involvement.
Compensation and Benefits
As a Bilingual Customer Service Call Center Agent at blithequark, you will be eligible for a comprehensive benefits package, including:
- Competitive pay, with a base hourly range of $20-$23.00.
- An annual employee bonus program, with opportunities for bonuses and incentives.
- A robust wellness program, with access to fitness classes, health coaching, and wellness resources.
- Generous paid-time-off (PTO), with 11 paid holidays per year, plus 1 additional floating holiday.
- An excellent 401(k) Retirement Saving Plan, with employer match.
- A robust employee recognition program, with opportunities for recognition and rewards.
- Tuition reimbursement, with opportunities for education and career advancement.
- A work-life balance, with flexible scheduling and remote work options.
Conclusion
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for the Bilingual Customer Service Call Center Agent role at blithequark. As a member of our team, you will have the opportunity to work in a dynamic and supportive environment, with a focus on growth, development, and career advancement. Apply now to join our team and start making a difference in the lives of our members!
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