Experienced Healthcare Customer Advisor for Special Needs Families - Remote Opportunity with blithequark

Introduction to blithequark and the Industry

At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a leader in the healthcare industry, blithequark is committed to mitigating its impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.

The healthcare industry is constantly evolving, and at blithequark, we are at the forefront of this change. We are committed to creating a healthcare system that is responsive, affordable, and equitable for all. Our team of highly skilled professionals is dedicated to serving and managing special needs for our members and their families. We are passionate about helping individuals and families of children with special needs, and we are looking for like-minded individuals to join our team.

Job Overview

As a Healthcare Customer Advisor for Special Needs Families at blithequark, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast-track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. You will be responsible for providing holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.

This is a full-time, 40 hours per week position, working Monday through Friday from 9:45am to 6:15pm CST. You will be required to work occasional overtime, and you must be available to work from a dedicated home office with a high-speed internet connection. We offer 18 weeks of paid training, and you will be required to adhere to blithequark's Telecommuter Policy.

Key Responsibilities

• Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Create and build ongoing relationships with others, including both members and teammates.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Consistently follow through on commitments and frame realistic expectations for members.
• Plan, prioritize, organize, and complete work to meet established objectives for our families.
• Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.
• Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

To succeed as a Healthcare Customer Advisor for Special Needs Families at blithequark, you must possess:

• High School Diploma / GED OR equivalent work experience
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers
• Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Ability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST, within our Family Engagement Center
• Must be 18 years of age or older

Preferred Qualifications

Preferred candidates will possess:

• 1+ years of experience in a similar role, such as A4Me or Quick Assist
• Claims processing experience
• Experience providing care for children with special needs
• Experience within a member-focused healthcare environment
• Experience within a service delivery capacity, such as social services, caregivers, hospitality, social work, sales, or non-profit agencies

Skills and Competencies

To be successful in this role, you must possess:

• Passion for helping individuals and families of children with special needs
• Strong empathy, compassion, and listening skills
• Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support
• Critical thinking and problem-solving skills, able to prioritize time efficiently
• Self-starter abilities and thrive in ambiguity without established processes
• Motivation to improve process
• Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals
• Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon
• Ability to work well within a team
• Strong focus on putting member's needs at the center of decisions
• A drive to add value by delivering more than the customers expect
• Agility and flexibility to excel in a very fast-paced work environment with constant learning and change
• Ability to step in with new members, quickly review history, and confidently speak to member needs
• Energy for what needs to be done and for overcoming challenges
• A coachable mindset focused on professional development and able to implement constructive feedback and coaching
• Highly skilled at de-escalation techniques; able to move conversations toward building trust
• High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Healthcare Customer Advisor for Special Needs Families, you will have access to:

• Comprehensive training programs to help you develop the skills and knowledge you need to succeed in your role
• Ongoing coaching and feedback to help you improve your performance and achieve your goals
• Opportunities for advancement and career growth within the company
• A supportive and collaborative work environment that encourages teamwork and innovation

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to creating a workplace that is welcoming and inclusive to all employees. We offer:

• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off
• A dynamic and supportive work environment that encourages collaboration and innovation
• Opportunities for professional growth and development, including training and education programs
• A commitment to diversity, equity, and inclusion, and a workplace that is welcoming and inclusive to all employees

Compensation, Perks, and Benefits

As a Healthcare Customer Advisor for Special Needs Families at blithequark, you can expect:

• A competitive hourly rate, with opportunities for advancement and growth
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off
• Opportunities for professional growth and development, including training and education programs
• A dynamic and supportive work environment that encourages collaboration and innovation

Conclusion

If you are passionate about helping individuals and families of children with special needs, and you are looking for a challenging and rewarding career opportunity, we encourage you to apply for the Healthcare Customer Advisor for Special Needs Families role at blithequark. As a member of our team, you will have the opportunity to make a real difference in the lives of our members and their families, and to be part of a dynamic and supportive work environment that encourages collaboration and innovation. Apply today and start doing your life's best work!