Are you a customer service professional with a passion for delivering exceptional experiences to healthcare members? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we invite you to join blithequark's dynamic team as a Senior Customer Service Representative (SCSR) in our Lafayette-Remote Healthcare Call Center.
**About blithequark**
blithequark is a leading provider of innovative healthcare solutions, dedicated to making a positive impact on the lives of our members. Our company values are built on the principles of making a difference, helping first, straight talk, growth, and being a victor, not a victim. We're committed to fostering a culture of empathy, respect, and inclusivity, where our team members feel valued and empowered to excel.
**Job Summary**
As a Senior Customer Service Representative (SCSR) at blithequark, you will play a critical role in delivering exceptional customer experiences to Indiana Medicaid members. You will be responsible for managing a high volume of inbound and outbound calls, providing accurate and timely information, and resolving complex issues with empathy and professionalism. If you're a customer service rockstar with a passion for healthcare, we want to hear from you!
**Key Responsibilities**
* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment, providing accurate and timely information.
* Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits.
* Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner.
* Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics.
* Maintain accurate and up-to-date member records and documentation of all interactions in the call center system.
* Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems.
* Effectively utilize Interpretive Language Services for non-English speaking members.
* Transfer calls to the client's call center as appropriate, assisting with client outreach requests and following up with supervisor on call resolution in a timely manner.
**Essential Functions**
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.
* Meet individual and team performance goals.
* Maintain member records throughout all databases.
* Transfer calls to the client's call center as appropriate.
**Competencies**
* Working knowledge in Microsoft Office and auto dialer tools.
* Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously.
* Ability to accurately communicate summary information in a written format.
* Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients.
* Critical thinking and listening skills.
* Independent problem identification/resolution and decision-making skills.
* Conflict resolution and negotiation skills.
* Empathetic and sincere, superior rapport building skills.
* Excellent verbal communication skills.
* Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met.
* Ability to type at a minimum of 45 wpm.
**Supervisory Responsibility**
This position has no supervisory responsibilities.
**Work Environment**
This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones.
**Physical Demands**
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.
**Position Type and Expected Hours of Work**
This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.
**Travel**
No travel is expected for this position.
**Required Education and Experience**
* High school diploma or GED.
**Preferred Education and Experience**
* One or two years' experience in insurance.
* Knowledge of Medicaid.
* Experience with Artiva software.
* Accounts Payable experience.
* Bi-lingual.
**Additional Eligibility Qualifications**
* Ability to handle complex accounts with little to no assistance.
* Ability to use the non-conformity to escalate issues.
* Ability to pass a knowledge assessment.
**Benefits**
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
**Application Question(s)**
* Do you have 1-2 years experience working in a call center environment?
* Have you worked in a remote and/or hybrid position before?
* Are you looking for full time or part time work?
* How soon would you be available to start?
* Are you able to perform weekend work if required?
* Do you have experience working with Medicaid/Medicare?
* This position pays $19 an hour. Does that meet your requirement?
* What is the best email address to reach you at?
* Were you referred for this position?
**Work Location**
Remote
If you're a customer service superstar with a passion for healthcare, we invite you to join our dynamic team at blithequark. Apply now and take the first step towards a rewarding career in customer service!
Apply Now