Experienced Remote Call Center Customer Service Representative III – Medicaid Member Support and Team Lead for blithequark

Introduction to blithequark and the Industry

At blithequark, we are dedicated to delivering mission-critical services and solutions that create exceptional outcomes for our clients and the millions of people who count on them. As a leader in the industry, we pride ourselves on fostering a culture where individuality is noticed and valued every day. Our team is passionate about making a real impact, and we are seeking like-minded individuals to join our ranks. If you are looking for an opportunity to thrive, make a difference, and be part of a dynamic team, then this role is for you.

About the Role

We are currently seeking an experienced Remote Call Center Customer Service Representative III to join our team. As a Tier 3 representative, you will be acting as an escalation point for inquiries from potential and existing Iowa Medicaid Program Recipients and Affiliates. You will also serve as a team lead for peer agents, providing guidance and support to ensure the delivery of exceptional customer service. Your primary responsibilities will include:

• Acting as escalations for inquiries from potential and existing Iowa Medicaid Program Recipients and Affiliates
• Providing one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles
• Accurately documenting enrollment requests and status changes
• Entering application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone
• Maintaining technical and program policy proficiency in the Medicaid rules/guidelines and other related program policies
• Providing clear, complete, accurate, and objective information based on a full understanding of program requirements

Key Responsibilities as a Team Lead

In addition to your customer-facing responsibilities, you will also be expected to:

• Provide guidance and support to peer agents to ensure the delivery of exceptional customer service
• Assist with training and onboarding new team members
• Participate in quality monitoring processes to ensure adherence to quality standards
• Collaborate with other teams to resolve complex customer issues

Requirements

To be successful in this role, you will need:

• A basic understanding of a call center environment in a customer service role and quality monitoring processes
• The ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers
• The ability to problem-solve through analysis and ongoing feedback
• Achieve results through knowledge, empathy, and commitment
• The ability to work with people of diverse backgrounds
• A High School diploma or GED
• A background check will be required
• You must reside within 1 hour driving distance from Des Moines, IA

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a call center environment, preferably in a customer service role
• Experience working with Medicaid or other government programs
• Strong leadership and team management skills
• Excellent typing and grammar skills
• Ability to navigate a computer and utilize software applications
• Reliable internet access

Skills and Competencies

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

• Excellent customer service skills, with the ability to provide clear and concise information
• Strong communication and interpersonal skills, with the ability to work with people of diverse backgrounds
• Ability to problem-solve and think critically, with a focus on resolving complex customer issues
• Strong leadership and team management skills, with the ability to guide and support peer agents
• Ability to work in a fast-paced environment, with a focus on meeting quality and productivity standards

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Remote Call Center Customer Service Representative III, you will have access to:

• Paid training, with a comprehensive onboarding program to ensure your success
• Ongoing coaching and feedback, to help you grow and develop in your role
• Opportunities for advancement, with a focus on promoting from within
• A comprehensive benefits package, including health insurance, paid time off, and retirement savings

Work Environment and Company Culture

At blithequark, we pride ourselves on fostering a positive and inclusive work environment. As a remote employee, you will be part of a dynamic team that values collaboration, creativity, and innovation. Our company culture is built on the principles of:

• Respect and empathy, with a focus on treating all employees with dignity and respect
• Integrity and transparency, with a focus on doing what is right and being open and honest in all interactions
• Accountability and responsibility, with a focus on taking ownership of our actions and being accountable for our results
• Continuous learning and improvement, with a focus on growing and developing as individuals and as a team

Compensation, Perks, and Benefits

As a Remote Call Center Customer Service Representative III, you will be eligible for:

• A competitive hourly rate of $19.00 per hour
• Paid training, with a comprehensive onboarding program to ensure your success
• A comprehensive benefits package, including health insurance, paid time off, and retirement savings
• Opportunities for advancement, with a focus on promoting from within
• A dynamic and inclusive work environment, with a focus on collaboration, creativity, and innovation

Conclusion

If you are a motivated and customer-focused individual who is looking for an opportunity to make a real impact, then we encourage you to apply for this role. As a Remote Call Center Customer Service Representative III at blithequark, you will be part of a dynamic team that values collaboration, creativity, and innovation. With a focus on delivering exceptional customer service and supporting the growth and development of our employees, we are confident that you will find this role both challenging and rewarding. Apply today to join our team and start your journey with blithequark!