Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of individuals? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join the esteemed team at blithequark as a Senior Customer Service Representative (L2) in our Healthcare Call Center Support division.
**About blithequark**
At blithequark, we're dedicated to revolutionizing the way healthcare services are delivered. Our innovative approach combines cutting-edge technology with a deep understanding of the complexities of the healthcare industry. As a leading provider of healthcare solutions, we're committed to empowering individuals to take control of their health and well-being. Our team of passionate professionals is driven by a shared vision of making a difference in the lives of our members.
**Job Summary**
As a Senior Customer Service Representative (L2) at blithequark, you'll play a vital role in providing exceptional customer service and support to Indiana Medicaid members. You'll be responsible for managing a high volume of inbound and outbound calls, ensuring accuracy, and delivering a seamless experience for our members. Your expertise will be instrumental in educating members on Medicaid policies and procedures, resolving complex issues, and maintaining accurate member records.
**Key Responsibilities**
* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment
* 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 and assist with client outreach requests
**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, 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 and assist with client outreach requests
**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 motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark.
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