Customer Care Associate I - Remote at blithequark

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark as a Customer Care Associate I - Remote. As a key member of our team, you will play a vital role in providing outstanding service to our members and providers, ensuring their needs are met, and exceeding their expectations.

About blithequark

At blithequark, we're dedicated to helping people get the medicine they need to feel better and live well. Our passion for making a difference fuels every decision we make, and we're committed to delivering exceptional service to our members and providers. As a remote Customer Care Associate I, you'll be part of a team that values collaboration, innovation, and continuous improvement.

Job Summary

As a Customer Care Associate I, you will be the first point of contact for our members and providers, providing assistance with programs, policies, and procedures. Your primary responsibilities will include answering incoming calls, researching and articulately communicating information, resolving customer administrative concerns, and mentoring and training new staff. You will also be responsible for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies, and assuming full responsibility for self-development and career progression.

Responsibilities

* Actively listens and probes callers in a professionally and timely manner to determine the purpose of the calls.

• Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
• Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.
• Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Assists in the mentoring and training of new staff.
• Assumes full responsibility for self-development and career progression; proactively seeks and participates in ongoing training sessions (formal and informal).
• Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.
• Demonstrates flexibility in areas such as job duties and schedule in order to aid in better serving members and help blithequark achieve its business and operational goals.
• Educates providers on how to submit claims and when/where to submit a treatment plan.
• Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved.
• Informs providers and members on blithequark's appeal process.
• Leads or participates in activities as requested that help improve Care Center performance, excellence, and culture.
• Links or makes routine referrals and triage decisions not requiring clinical judgment.
• Performs necessary follow-up tasks to ensure member or provider needs are completely met.
• Provides information regarding blithequark's in-network and out-of-network reimbursement rates and states multiple networks to providers.
• Refers callers requesting provider information to Provider Services regarding blithequark's professional provider selection criteria and application process.
• Refers patients/EAP clients to the blithequark's Care Management team for a provider, EAP affiliate, or Facility.
• Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers.
• Support team members and participate in team activities to help build a high-performance team.
• Thoroughly documents customers' comments/information and forwards required information to the appropriate staff.

Requirements

* Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.

• Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
• Must agree to observing service for the purpose of training and quality control.
• Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
• Must be able to maneuver through various computer platforms while verifying information on all calls.
• Must be able to talk and type simultaneously.

Work Experience

* Work Experience - Required: Customer Service

• Work Experience - Preferred: 1-2 years of customer service experience
• Education
• Education - Required: GED, High School Education
• Education - Preferred: Associates, Bachelors
• Certifications
• Certifications - Required: None
• Certifications - Preferred: None

Compensation and Benefits

* Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills.

• Pay range may vary by 8% depending on applicant location.
• To review our Benefits, Incentives, and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail.

Why Join blithequark?

* We're a fast-paced and dynamic company that values collaboration, innovation, and continuous improvement.

• We're committed to delivering exceptional service to our members and providers.
• We offer a competitive compensation package and a range of benefits to support your career growth and well-being.
• We're an equal opportunity and affirmative action employer, and we welcome diverse candidates to apply.

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at blithequark. Apply for this job