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

Welcome to blithequark

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, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally, providing holistic support to members with special needs and their families. You will be empowered to fast-track resolutions, serve as an ongoing resource, and provide guidance and community resources during key transition times throughout the family's journey.

Primary 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

• 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 – 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
• Must be 18 years of age or older.

Preferred Qualifications

• 1+ years of A4Me OR 3+ months of Quick Assist experience.
• Claims processing experience.
• Experience providing care for children with special needs.
• Experience within a member-focused healthcare environment.
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).

Skills and Competencies

To succeed as a Healthcare Customer Advisor, you will need to possess strong empathy, compassion, and listening skills. You should be proactive, organized, resourceful, and relentless in solving issues and providing support. Critical thinking and problem-solving skills are essential, as well as the ability to prioritize time efficiently. You should be a self-starter, able to thrive in ambiguity without established processes, and motivated to improve processes. Strong written and verbal communication skills are required, with the ability to understand many different special needs conditions and tailor approaches to unique individuals.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.
• Recognition and rewards for outstanding performance.
• A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.

Work Environment and Culture

At blithequark, we are committed to creating a diverse and inclusive work environment that reflects the communities we serve. We believe that diversity creates a healthier atmosphere and are dedicated to mitigating our impact on the environment. Our mission is to help people live healthier lives, and we are passionate about delivering exceptional customer experiences. We offer a range of benefits and incentives to support our employees' well-being and career development.

Telecommuting Requirements

• Ability to keep all company-sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service.

Conclusion

If you are a compassionate and driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Healthcare Customer Advisor at blithequark, you will have the chance to make a real difference in the lives of our members and their families. Join our team and start doing your life's best work. Apply now and take the first step towards a rewarding and challenging career with blithequark.