Join the Team at Blithequark: Where Compassion Meets Innovation in Healthcare
Blithequark is a pioneering force in the healthcare industry, dedicated to making healthcare more accessible, navigable, and effective for everyone. As a leader in health advocacy, navigation, well-being, and integrated benefits programs, we have been serving members for over two decades. Our mission is centered around providing expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. We leverage a unique combination of personalized support, predictive data analytics, and a proprietary technology platform to address a wide range of clinical, administrative, wellness, and behavioral health needs.
At Blithequark, we pride ourselves on a culture that values compassion, innovation, and teamwork. Our team of highly trained, compassionate experts works tirelessly to go above and beyond expectations, making healthcare easier for our members and ensuring they receive the care they need. We are committed to fostering an environment where our employees can thrive, grow, and make a meaningful impact in the lives of our members.
Job Summary
We are seeking an experienced and empathetic Evening Customer Care Associate to join our team. As a critical member of our customer care team, you will play a pivotal role in assisting our members in navigating the healthcare system. This involves answering a variety of incoming calls, responding to members' healthcare questions and issues, determining appropriate resolutions, and transferring calls outside the scope of responsibility to the appropriate internal or external resources. If you have a passion for helping others, a knack for problem-solving, and excellent communication skills, we encourage you to apply for this fulfilling role.
Key Responsibilities
- Service Functions: Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues while ensuring adherence to department and corporate policies and procedures.
- Connect with members by phone and quickly develop a rapport to help the individual navigate their benefit choices and options.
- Determine appropriate resolution to assist members based on their needs.
- Transfer calls outside the scope of responsibility to appropriate internal or external resources.
- Process calls in specific queues (e.g., triage, biometric, etc.) based on assignment.
- Verify/Collect appropriate demographic information and update in the appropriate system.
- Follow-up with members, providers, insurance carriers, and other vendors ensuring adherence to established policies.
- Exercise exceptional customer service skills in an effort to optimize each contact with the member.
- Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations.
Research Assistance
- Assist in resolving routine program quality issues by identifying issues and researching them in a timely manner.
- Follow research through until resolution.
- Document all issues thoroughly, maintaining department files.
- Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services.
- Assist in monitoring issue trends, escalating such trends to supervisors to determine appropriate actions necessary to eliminate future occurrences and improve service levels.
Team Interfaces/Customer Service
- Establish and maintain a professional relationship with internal/external customers, team members, and department contacts.
- Cooperate with team members to meet goals or to complete tasks.
- Provide quality customer service that exceeds customer expectations and improves the level of service being provided.
- Treat all internal/external customers, team members, and department contacts with dignity and respect.
- Escalate to supervisors any situation outside the employee's control that could adversely impact the services being provided.
Mental and Physical Requirements
- This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers.
- The nature of the work in this position is sedentary, and the incumbent will be sitting most of the time.
- Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday.
- Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday.
Requirements and Qualifications
Education
- High School Diploma or G.E.D.
- Associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred.
Experience
- Minimum of one year of customer service experience required.
Skills and Competencies
- Basic Knowledge of MS Word and Excel required.
- Must score acceptably on job-related testing.
- Ability to pass a standardized interview.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
What We Offer
At Blithequark, we are invested in your success and well-being. Our total rewards package includes:
- Robust Medical coverage
- Dental & Vision benefits
- Tuition assistance
- 401(k) savings plan with company match
- Paid time off (PTO)
- Paid holidays
- Employee Assistance Programs and Wellness Programs
Work-Life Balance
- Flexible work arrangements, including remote work options
- Competitive pay rate starting at $18/hr
- Full-time position with 40 hours/week, Monday - Friday
- Flexibility to work any of our 8.5-hour shift schedules during our normal business hours of (8:00 am - 10:00 pm EST)
Awards and Recognition
Blithequark has received numerous awards and recognitions for our commitment to customer service excellence, including:
- National Customer Service Association All-Stars Award: Service Organization of the Year (2023)
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries (2022, 2021)
- Excellence in Customer Service Awards: Organization of the Year (Small) (2022)
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (2022, 2021, 2020)
Why Join Blithequark?
At Blithequark, we value diversity, equity, and inclusion. We are an Equal Opportunity Employer committed to providing a work environment that is free from discrimination and harassment. We respect and value diversity and are committed to the principles of Equal Employment Opportunity.
As a Blithequark team member, you will have the opportunity to make a meaningful impact in the lives of our members, grow your career, and be part of a dynamic and supportive team. If you are passionate about delivering exceptional customer service and making a difference in healthcare, we encourage you to apply for this exciting opportunity.
Apply now to join our team and be part of our mission to make healthcare more accessible and effective for everyone.
Apply Now