Experienced Customer Care Specialist for Digital Transaction Processing – Fully Remote Opportunity in the US

Introduction to blithequark

blithequark is a pioneering force in the realm of Digital Transaction Processing, revolutionizing the way medical providers and payers manage their billing and payment processing needs. Our innovative products empower providers to streamline their billing operations, enhance payment cycles, and reduce the costs associated with checking bill and payment status. By leveraging our solutions, payers and providers can significantly lower their operational costs, boost operational efficiency, and elevate their service levels, all while adhering to the latest regulatory compliance requirements for electronic billing and payment services. With an impressive network of over 1,500,000 submitters and 5,000 Workers' Compensation, Group Health, and Auto Medical payers nationwide, blithequark stands as the leading connectivity solution in the market.

About Our Client Support Division

At blithequark, our Client Support Division is renowned for its world-class service, and we strive for nothing less than excellence. This division is dedicated to providing top-notch customer support to both new and existing payers and providers, assisting with account setup, maintenance, and the acceptance and delivery of medical bills, payments, and other insurance-related processes. Our team collaborates closely with clients' business and technical resources, as well as internal blithequark staff, to ensure seamless support and resolve any issues that may arise.

Position Responsibilities

As a Customer Care Specialist, you will play a vital role in our Client Support Division, responsible for delivering exceptional customer support to our clients. Your key responsibilities will include:

• Responding to customer inquiries via phone or email in a timely and professional manner.
• Escalating and monitoring issues that require coordination and follow-up with blithequark's internal departments (such as development, operations, and engineering) and external business partners/clients.
• Creating and monitoring all Code Red (escalated/critical) issues to determine the necessary communication, whether internal or external.
• Reproducing issues on behalf of customers and assisting in verifying fixes, account setup, etc.
• Accurately documenting all communications, research documentation, and relevant information in our Client Support ticketing system (Zendesk), including determining the severity of the issue, the type of inquiry/issue, and who is affected.
• Evaluating and resolving problems in a timely and efficient manner, ensuring that customers receive regular status updates for any outstanding inquiries and issues.
• Directing and escalating requests internally for unresolved issues and obtaining all relevant information with a strong level of detail to effectively handle inquiries.
• Developing and maintaining rapport with customers, identifying trends for process improvement, and performing all other duties as requested by management.

Essential Qualifications

To excel in this role, you should possess:

• A strong advocacy for customer service principles and practices.
• At least 3 years of experience in a call center or customer care environment.
• Experience with medical billing, preferably in the Workers' Compensation and/or Group Health insurance industry.
• Proficiency with Microsoft Office Suite Products and proven technical experience.
• Demonstrated troubleshooting and analytical skills, with exceptional multitasking skills and professional verbal and written communication skills.

Preferred Competencies

While not mandatory, the following competencies are highly desirable:

• A strong sense of urgency in addressing and responding to issues.
• Excellent interpersonal and communication skills, with adaptive listening skills to translate layman issues to technical staff and vice versa.
• Thorough attention to detail and accuracy, with the ability to effectively multitask and prioritize issues and requests.
• Experience working in an online customer service ticketing system for email and phone inquiries, such as Zendesk.
• Understanding of X-12 File formats and bi-lingual skills (Spanish) are also a plus.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Care Specialist, you will have access to ongoing training and professional development opportunities, enabling you to enhance your skills and knowledge in the field of Digital Transaction Processing. Our dynamic and supportive work environment encourages collaboration, innovation, and creativity, providing you with the ideal platform to thrive and advance in your career.

Work Environment and Company Culture

blithequark prides itself on its positive and inclusive company culture, which values diversity, equity, and inclusion. We foster a work environment that is collaborative, flexible, and supportive, recognizing the importance of work-life balance. As a fully remote team, we offer the flexibility to work from anywhere in the US, providing you with the autonomy to manage your workload and prioritize your well-being.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a hourly rate, comprehensive benefits, and a range of perks designed to support your physical, emotional, and financial well-being. Our benefits package includes, but is not limited to, medical, dental, and vision insurance, 401(k) matching, and paid time off. We also provide opportunities for professional growth and development, recognizing and rewarding outstanding performance and contributions to the team.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Care Specialist, you will play a vital role in our Client Support Division, providing top-notch support to our clients and contributing to the success of our organization. With our commitment to growth, development, and well-being, we offer a rewarding and challenging career path that will enable you to thrive and succeed in the field of Digital Transaction Processing. Apply now to take the first step in your journey with blithequark!