Experienced Remote Call Center Customer Service Representative – Patient Care Advocate for Pharmacy Benefits and Distribution Programs

Introduction to blithequark

At blithequark, we are dedicated to providing exceptional customer service experiences that make a meaningful difference in the lives of our members, providers, physicians, and internal and external clients. As a leader in the healthcare industry, we understand the importance of compassionate, knowledgeable, and timely support. Our team of patient care advocates plays a vital role in ensuring that our clients receive the highest level of service, and we are now seeking an experienced remote call center customer service representative to join our dynamic team.

Job Overview

As a remote call center customer service representative – patient care advocate at blithequark, you will be responsible for handling customer service inquiries related to pharmacy benefits, researching and resolving problems in a timely manner, and assisting members in understanding and maximizing the use of their pharmacy distribution program. You will utilize our computerized system to gather information, respond to questions, and document issues and resolutions in a common database. Your expertise and passion for delivering exceptional customer service will enable us to continue providing top-notch support to our clients.

Key Responsibilities

• Handle inbound and outbound member, provider, and physician calls in a professional and courteous manner, ensuring that all interactions are productive and meet performance guarantees where applicable.
• Answer questions related to pharmacy benefits, providing clear and concise information to help members make informed decisions about their healthcare.
• Collaborate with other operational departments to research and resolve mail order and claims issues, responding to members within performance agreement guidelines and ensuring that all concerns are addressed in a timely and efficient manner.
• Maintain accurate and complete documentation of all inquiries, utilizing our common database to track issues and resolutions, and continuously improve the customer service process to reduce potential legal concerns.
• Identify and escalate concerns received from patients and/or clients in a prudent manner, ensuring that corrective action is pursued and expedited to meet their needs and exceed their expectations.
• Adhere to quality and production standards, complying with all applicable blithequark, state, and federal safety regulations, and demonstrating good housekeeping techniques to maintain a safe and organized work environment.
• Perform other duties as needed, demonstrating flexibility and a willingness to adapt to changing priorities and requirements in a fast-paced call center environment.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• At least 1 year of experience in a call center environment, preferably in a customer-facing role, with a proven track record of delivering exceptional customer service and resolving complex issues in a timely and professional manner.
• At least 1 year of experience in customer service, with a strong understanding of the principles and practices of providing exceptional support to clients, and a passion for helping others.
• Strong communication and interpersonal skills, with the ability to effectively interact with members, providers, physicians, and internal and external clients, both verbally and in writing.
• Ability to work in a remote environment, with a reliable computer, internet connection, and a quiet, dedicated workspace, and a willingness to adapt to changing technology and systems.
• Strong problem-solving and analytical skills, with the ability to research and resolve complex issues in a timely and efficient manner, and a strong attention to detail to ensure accuracy and quality in all interactions.

Preferred Qualifications

While not essential, the following preferred qualifications will be highly regarded:

• Experience working in a healthcare or pharmacy benefits environment, with a strong understanding of the industry and its regulations, and a passion for delivering exceptional customer service in a fast-paced and dynamic environment.
• Knowledge of pharmacy distribution programs and mail order services, with the ability to provide clear and concise information to members and help them maximize the use of their benefits.
• Experience working with computerized systems and databases, with the ability to quickly learn and adapt to new technology and systems, and a strong understanding of data analysis and reporting principles.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Communication skills: excellent verbal and written communication skills, with the ability to effectively interact with members, providers, physicians, and internal and external clients.
• Problem-solving skills: strong problem-solving and analytical skills, with the ability to research and resolve complex issues in a timely and efficient manner.
• Attention to detail: strong attention to detail, with the ability to ensure accuracy and quality in all interactions and documentation.
• Time management skills: ability to prioritize tasks and manage time effectively, with the ability to meet performance guarantees and deadlines in a fast-paced call center environment.
• Adaptability: ability to adapt to changing priorities and requirements, with a willingness to learn and grow in a dynamic and evolving environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development, and a range of learning benefits to help them succeed in their roles. As a remote call center customer service representative – patient care advocate, you will have access to:

• Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role, and a range of resources to support your ongoing learning and development.
• Ongoing coaching and feedback, to help you continuously improve your performance and achieve your goals, and a range of opportunities for career advancement and professional growth.
• A range of career development opportunities, including promotions, lateral moves, and opportunities to specialize in specific areas of interest, and a range of benefits to support your well-being and work-life balance.

Work Environment and Company Culture

At blithequark, we are proud of our dynamic and supportive work environment, and our commitment to creating a positive and inclusive company culture. As a remote call center customer service representative – patient care advocate, you will be part of a team that values:

• Collaboration: we believe in the power of teamwork, and the importance of collaborating with others to achieve our goals, and a range of opportunities to work with other teams and departments to deliver exceptional customer service.
• Innovation: we are always looking for new and better ways to do things, and we encourage our employees to think creatively and develop innovative solutions to complex problems, and a range of resources to support innovation and experimentation.
• Integrity: we are committed to doing the right thing, even when it's difficult, and we expect our employees to uphold the highest standards of integrity and ethics in all their interactions, and a range of policies and procedures to support ethical decision-making.

Compensation, Perks, and Benefits

At blithequark, we offer a range of compensation, perks, and benefits to our employees, including:

• A competitive salary and benefits package, designed to recognize and reward your contributions to our team, and a range of benefits to support your well-being and work-life balance.
• A range of perks, including flexible working hours, remote work options, and a comprehensive employee recognition program, and a range of opportunities to participate in company-sponsored events and activities.
• Opportunities for career advancement and professional growth, with a range of training and development programs to help you achieve your goals, and a range of resources to support your ongoing learning and development.

Conclusion

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for the remote call center customer service representative – patient care advocate role at blithequark. With a range of opportunities for growth and development, a supportive and inclusive company culture, and a competitive compensation and benefits package, this is a unique opportunity to join a dynamic and innovative team and make a meaningful difference in the lives of our clients. Apply now to take the first step in your new career!