Experienced Customer Service Advocate II – Outbound Representative for Delivering Exceptional Member and Provider Experiences

Welcome to blithequark: Where Compassion Meets Innovation

At blithequark, we're dedicated to transforming the lives of our 28 million members by providing top-notch customer care. As a national organization, we pride ourselves on our diversified approach, fostering a work environment that values flexibility, diversity, and inclusivity. Our mission is to make a positive impact on the lives of our members, and we're seeking a talented Customer Service Advocate II – Outbound to join our team.

Job Overview

As a Customer Service Advocate II – Outbound at blithequark, you will play a vital role in delivering education and information to our members and providers. Your primary focus will be on making outbound calls to provide timely, accurate, and personalized support, ensuring a seamless experience for all stakeholders. This is an exceptional opportunity to utilize your exceptional communication skills, empathy, and problem-solving abilities to make a real difference in the lives of our members and providers.

Key Responsibilities:

• Reach out to members and/or providers via outbound calls to provide educational or informational support, addressing concerns, and gathering information to ensure a successful experience.
• Escalate calls when necessary to ensure that providers can deliver solutions, and serve as the front-line support for various member and provider inquiries, requests, or concerns.
• Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers.
• Maintain performance and quality standards based on established contact center metrics, and expand your knowledge on primary market and/or plan, with potential opportunities to cover additional markets and/or plans.
• Document information, including demographics, call summaries, and communications, for quality and performance tracking through our Customer Relationship Management (CRM) applications.
• Remain up-to-date on quality standards, regulations, and policies to ensure quality, consistency, and compliance, and perform other duties as assigned.

Education and Experience

To be successful in this role, you will need:

• A High School diploma or GED, with 1-2 years of related experience in a customer-facing environment.
• Preferably, experience in a contact center environment, with vocational or technical education in addition to prior work experience.
• Continuous learning and on-the-job training may be required to expand your knowledge and skills.

Essential Qualifications:

• Excellent communication and interpersonal skills, with the ability to empathize with members and providers.
• Strong problem-solving and analytical skills, with attention to detail and ability to multitask.
• Ability to work in a fast-paced environment, with a focus on quality and performance standards.
• Basic computer skills, with proficiency in CRM applications and other software systems.

Preferred Qualifications:

• Experience in a healthcare or insurance environment, with knowledge of benefits eligibility and claims-related processes.
• Additional education or training in customer service, communications, or a related field.
• Certifications or licenses in customer service, such as CCSP or CSS.

Career Growth and Development

At blithequark, we're committed to the growth and development of our employees. As a Customer Service Advocate II – Outbound, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A supportive and inclusive work environment that values diversity and promotes work-life balance.

Work Environment and Culture

Our work environment is built on the principles of compassion, innovation, and teamwork. We offer:

• A flexible approach to work, with remote, hybrid, field, or office work schedules.
• A comprehensive benefits package, including competitive pay, health insurance, 401K, and stock purchase plans.
• Tuition reimbursement, paid time off, and holidays, to support your well-being and personal growth.

Compensation and Benefits

We offer a competitive pay range of $17.17 - $26.97 per hour, with actual pay adjusted based on individual skills, experience, education, and other job-related factors. Our total compensation package may also include additional forms of incentives, such as bonuses or rewards for outstanding performance.

Diversity, Equity, and Inclusion

At blithequark, we're committed to diversity, equity, and inclusion. We value the unique perspectives and experiences of our employees, and we're dedicated to creating a work environment that is inclusive and respectful of all individuals. We're an equal opportunity employer, and we welcome applications from qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Conclusion

If you're passionate about delivering exceptional customer experiences and making a positive impact on the lives of our members and providers, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II – Outbound at blithequark, you will be part of a dynamic team that values compassion, innovation, and teamwork. Join us in our mission to transform the lives of our members, and take the first step towards a rewarding and challenging career.