**Experienced Full Stack Customer Service Representative – Healthcare Call Center Support**

Are you a customer service professional with a passion for delivering exceptional experiences to healthcare members? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we invite you to join blithequark's dynamic team as a Senior Customer Service Representative (SCSR) in our Lafayette-Remote Healthcare Call Center. **About blithequark** blithequark is a leading provider of innovative healthcare solutions, dedicated to making a positive impact on the lives of our members. Our company values are built on the principles of making a difference, helping first, straight talk, growth, and being a victor, not a victim. We're committed to fostering a culture of empathy, respect, and inclusivity, where our team members feel valued and empowered to excel. **Job Summary** As a Senior Customer Service Representative (SCSR) at blithequark, you will play a critical role in delivering exceptional customer experiences to Indiana Medicaid members. You will be responsible for managing a high volume of inbound and outbound calls, providing accurate and timely information, and resolving complex issues with empathy and professionalism. If you're a customer service rockstar with a passion for healthcare, we want to hear from you! **Key Responsibilities** * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment, providing accurate and timely information. * Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits. * Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner. * Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics. * Maintain accurate and up-to-date member records and documentation of all interactions in the call center system. * Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems. * Effectively utilize Interpretive Language Services for non-English speaking members. * Transfer calls to the client's call center as appropriate, assisting with client outreach requests and following up with supervisor on call resolution in a timely manner. **Essential Functions** * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment. * Meet individual and team performance goals. * Maintain member records throughout all databases. * Transfer calls to the client's call center as appropriate. **Competencies** * Working knowledge in Microsoft Office and auto dialer tools. * Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously. * Ability to accurately communicate summary information in a written format. * Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients. * Critical thinking and listening skills. * Independent problem identification/resolution and decision-making skills. * Conflict resolution and negotiation skills. * Empathetic and sincere, superior rapport building skills. * Excellent verbal communication skills. * Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met. * Ability to type at a minimum of 45 wpm. **Supervisory Responsibility** This position has no supervisory responsibilities. **Work Environment** This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones. **Physical Demands** While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. **Position Type and Expected Hours of Work** This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings. **Travel** No travel is expected for this position. **Required Education and Experience** * High school diploma or GED. **Preferred Education and Experience** * One or two years' experience in insurance. * Knowledge of Medicaid. * Experience with Artiva software. * Accounts Payable experience. * Bi-lingual. **Additional Eligibility Qualifications** * Ability to handle complex accounts with little to no assistance. * Ability to use the non-conformity to escalate issues. * Ability to pass a knowledge assessment. **Benefits** * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance **Application Question(s)** * Do you have 1-2 years experience working in a call center environment? * Have you worked in a remote and/or hybrid position before? * Are you looking for full time or part time work? * How soon would you be available to start? * Are you able to perform weekend work if required? * Do you have experience working with Medicaid/Medicare? * This position pays $19 an hour. Does that meet your requirement? * What is the best email address to reach you at? * Were you referred for this position? **Work Location** Remote If you're a customer service superstar with a passion for healthcare, we invite you to join our dynamic team at blithequark. Apply now and take the first step towards a rewarding career in customer service!