Job Title:
Experienced Customer Service Advocate II - Outbound: Transformative Support for 28 Million Members at blithequark
Job Description:
About blithequark
At blithequark, we're dedicated to revolutionizing the way we deliver exceptional customer experiences. As a leading national organization, we're committed to empowering our 28 million members with the support and resources they need to thrive. Our team of passionate professionals is driven by a shared vision of creating a brighter future for everyone.Join Our Mission
As a Customer Service Advocate II - Outbound at blithequark, you'll play a vital role in shaping the experience of our members and providers. You'll be the face of our organization, providing timely, accurate, and personalized support through outbound calls. Your dedication to delivering exceptional service will not only make a tangible impact on our members' lives but also contribute to the growth and success of our organization.Position Purpose
As a Customer Service Advocate II - Outbound, your primary responsibilities will include:- Delivering education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience.
- Facilitating the reach outs via outbound calls to provide providers with timely, accurate, and personalized support.
- Reaching out to members and/or providers for educational or informational purposes to help support solutions or concerns.
- Escalating calls in the event providers are unable to deliver solutions.
- Serving as the front-line support on various member and/or provider inquiries, requests, or concerns.
- Assisting with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.
- Maintaining performance and quality standards based on established contact center metrics.
- Expanding knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility).
- Documenting information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remaining up-to-date and adhering to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
- Performing other duties as assigned.
- Complying with all policies and standards.
Work Schedule
Our Customer Service Advocate II - Outbound role operates on a 11:30am - 8:00pm EST schedule, providing a unique opportunity to balance work and personal life.Requirements
To succeed in this role, you'll need:- A High School diploma or GED.
- 1 – 2 years of related experience in a contact center environment, preferably in the healthcare industry.
- Vocational or technical education in addition to prior work experience may be required, with additional on-the-job training or continuous learning education.
- Experience in a contact center environment and healthcare is highly preferred.
Compensation and Benefits
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:- Competitive pay: $17.50 - $27.50 per hour.
- Health insurance.
- 401K and stock purchase plans.
- Tuition reimbursement.
- Paid time off plus holidays.
- A flexible approach to work with remote, hybrid, field, or office work schedules.
- Total compensation may also include additional forms of incentives.