Experienced Customer Service Advocate for Remote Position - Delivering Exceptional Support and Resolution Services to Members and Providers

Introduction to blithequark

At blithequark, we are committed to providing top-notch service to our members and providers, ensuring their needs are met with accuracy, timeliness, and personalized support. As a leader in our industry, we understand the importance of having a strong, dedicated team that can effectively address inquiries, issues, and concerns. If you are passionate about delivering exceptional customer service and are looking for a challenging yet rewarding role, we invite you to join our team as a Customer Service Advocate. This is a contract-to-hire position with a 1-year contract, offering a competitive hourly rate of $19.

Job Overview

In this remote position based in IL, working from 8-5 PM CST, you will serve as the first-line advocate for our members and providers, focusing on resolving their inquiries, issues, or concerns in a professional and courteous manner. Your primary goal will be to provide timely, accurate, and personalized support, leveraging various communication channels to ensure that our members and providers receive the assistance they need. This role is previously known as a Customer Service Representative or Call Center Representative, but at blithequark, we recognize the value of advocacy in customer service, hence the title of Customer Service Advocate.

Key Responsibilities

• Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner, ensuring that all interactions are handled with professionalism and empathy.
• Mitigate and prevent complaints from being escalated by resolving issues in the initial contact, demonstrating your problem-solving skills and ability to think critically.
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns, providing clear and concise information to address their needs.
• Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintain performance and quality standards based on established contact center metrics, continuously striving for improvement and excellence in service delivery.
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails, adapting to the preferred communication channel of our members and providers.
• Document all member or provider information and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications, ensuring that all data is accurate and up-to-date.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance, reflecting blithequark's commitment to excellence and integrity.

Education and Experience Requirements

To be successful in this role, you will need:

• A High School Diploma or GED, demonstrating your foundational education and ability to learn and grow with our organization.
• 0-2 years of Call Center/Customer Service experience, although more experienced candidates are also encouraged to apply, as your skills and knowledge will be valuable assets to our team.
• Problem-solving and critical thinking skills, enabling you to address complex issues and provide effective solutions to our members and providers.
• Ability to multi-task and work independently from home free of distractions, as this role requires discipline, organization, and the ability to manage your time effectively.
• Interpersonal skills, as you will be interacting with members, providers, and internal teams, requiring strong communication and interpersonal abilities.

Preferred Experience and Skills

While not mandatory, the following experiences and skills are preferred:

• 2-year call center experience, which would provide a solid background in customer service and issue resolution.
• 2 years of claims experience, offering insight into the claims process and how it impacts our members and providers.
• Medicaid knowledge, which would be beneficial in understanding the specific needs and challenges of our members and providers within this context.
• Previous experience with Microsoft computer applications, as proficiency in these tools will enhance your productivity and efficiency in the role.
• Previous experience working remotely using multiple applications and screens, demonstrating your ability to adapt to our remote work environment and manage multiple tasks simultaneously.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Advocate, you will have the opportunity to learn and develop new skills, enhance your knowledge of our industry, and contribute to the success of our organization. Our comprehensive training programs, coupled with ongoing support and feedback, will ensure that you are equipped to excel in your role and advance in your career.

Work Environment and Company Culture

blithequark prides itself on a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of respect, empathy, and teamwork, ensuring that all employees feel valued, supported, and empowered to contribute their best work. As a remote employee, you will be an integral part of our team, connected through technology and shared goals, with opportunities to engage in virtual team-building activities and professional development initiatives.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including an hourly rate of $19 for this position. Additionally, you can expect a range of perks and benefits designed to support your well-being, recognize your contributions, and reward your achievements. These may include, but are not limited to, comprehensive health insurance, retirement savings plans, paid time off, and opportunities for professional growth and advancement.

Conclusion and Call to Action

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Advocate position at blithequark. This is an exceptional opportunity to join a dynamic team, contribute to the success of our organization, and grow in your career. With your skills, experience, and passion for customer service, you can make a meaningful difference in the lives of our members and providers. Apply today and take the first step towards an exciting and fulfilling career with blithequark.