Experienced Full-Time Remote Customer Service Representative Lead - Delivering Exceptional Patient Experiences through Telephonic Communication and Team Leadership

Welcome to blithequark At blithequark, we are dedicated to making a positive impact on the lives of millions of people by delivering high-quality care, aided by cutting-edge technology. Our mission is to connect individuals with the care, resources, and support they need to live healthier, happier lives. As a global organization, we believe in fostering a culture of diversity, inclusion, and excellence, where talented professionals can thrive and grow. If you are passionate about making a difference in the healthcare industry and are looking for a challenging and rewarding career opportunity, we invite you to join our team as a Customer Service Representative Lead - Remote. About the Role As a Customer Service Representative Lead - Remote at blithequark, you will play a vital role in supporting our Call Center Supervisors and Managers, while acting as a primary resource for our customer service agents. Your expertise and leadership skills will be essential in ensuring the smooth operation of our department, delivering high-quality customer service, and maintaining patient satisfaction. You will be responsible for handling staff inquiries, communicating procedural changes, and sustaining high associate morale and motivation. Your exceptional customer service skills, combined with your ability to work independently and as part of a team, will make you an invaluable asset to our organization. Key Responsibilities Act as a primary resource for handling staff inquiries regarding policies and procedures Communicate procedural changes and guidelines to department staff Work with Supervisors to sustain high associate morale and motivation Execute customer service utilizing a professional tone and manner Identify and assess talent for potential peer trainers and conduct training for newly appointed peer trainers Achieve accuracy by acquiring no more than 6 scheduling errors in the calendar year and maintaining a 95% call handle rate in CEAQ Act as a facilitator to resolve conflicts on the team and ensure accurate and timely communication of concerns to management Receive and process STAT priority referrals Act as a mentor/coach for call center advocates, ensuring they meet monthly metrics Perform other duties as assigned Requirements and Qualifications To be successful in this role, you will need to possess a combination of skills, experience, and personal qualities that align with our organization's values and mission. The essential qualifications for this position include: High School Diploma / GED or equivalent work experience Minimum 1 year of experience in a healthcare environment 1 year of experience as a team lead and/or training Working knowledge of computerized telephone systems and ACD Healthcare/Managed Care and/or insurance industry knowledge Working knowledge of MS Office, with emphasis on Excel Able to provide excellent customer service and proper telephone etiquette Thorough knowledge of state and federal laws that apply to the department Proficient in MS Office Excellent interpersonal skills Oral, written, communication, and composition skills Ability to listen, document, and track problem areas Excellent leadership and time management skills Ability to work independently and with confidential information Must have initiative and maintain a positive attitude, supporting departmental goals and objectives Must have the ability to work swiftly and efficiently without compromising quality customer service Organizational skills and flexibility to commit to departmental goals, including overtime as needed, shift changes, etc. Preferred Qualifications While not essential, the following qualifications are highly desirable: Medical Terminology CPT and ICD-10 coding 1 year of experience in a call center Work experience as a team lead Career Growth and Development At blithequark, we are committed to supporting the growth and development of our employees. As a Customer Service Representative Lead - Remote, you will have access to a range of training and development opportunities, including: 8-10 weeks of on-the-job training Ongoing coaching and mentoring Opportunities for career advancement and professional growth Access to a range of training programs and courses to enhance your skills and knowledge Work Environment and Culture Our organization is built on a foundation of diversity, inclusion, and respect. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to creating a work environment that is supportive, inclusive, and empowering. As a Customer Service Representative Lead - Remote, you will be part of a dynamic and talented team that is passionate about making a difference in the lives of others. Compensation and Benefits We offer a competitive salary and a range of benefits, including: A comprehensive benefits package Incentive and recognition programs Equity stock purchase and 401k contribution Opportunities for career advancement and professional growth Conclusion If you are a motivated and experienced customer service professional looking for a challenging and rewarding career opportunity, we encourage you to apply for the Customer Service Representative Lead - Remote position at blithequark. With your skills, experience, and passion for delivering exceptional customer service, you can make a real difference in the lives of others and contribute to the success of our organization. Apply now and take the first step towards a fulfilling and rewarding career with blithequark. Ready to Apply? To apply for this exciting opportunity, please submit your application, including your resume and a cover letter, outlining your experience, skills, and qualifications for the role. We look forward to reviewing your application and welcoming you to our team.