**Experienced Full Stack Customer Service Representative – Healthcare Provider Support**

At blithequark, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leading healthcare company, we're dedicated to making a positive impact on the lives of millions of people. We're looking for a talented and compassionate individual to join our team as a Provider Customer Service Call and Chat Representative. If you're passionate about delivering exceptional customer service and have a strong understanding of the healthcare industry, we encourage you to apply for this exciting opportunity. **About blithequark** blithequark is a dynamic and innovative company that's committed to helping people live healthier lives and making the healthcare system work better for everyone. Our mission is to provide high-quality, patient-centered care that addresses health disparities and improves health outcomes. We believe in creating a workplace culture that values diversity, equity, and inclusion, and we're dedicated to making a positive impact on our communities. **Job Summary** As a Provider Customer Service Call and Chat Representative, you'll play a crucial role in supporting healthcare providers by resolving issues efficiently, promoting self-service digital tools, and providing exceptional customer service. You'll be the primary point of contact for healthcare providers, and your responsibilities will include: * Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues * Providing service to providers in a multi-channel environment, including calls, dual chats, and email * Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices * Seeking to understand and identify the needs of the provider, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health * Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction * Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner * Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types * Influencing providers to utilize self-service digital tools, assisting with navigation questions, and selling the benefits of the tool, including aiding in faster resolution **Responsibilities** * Resolve issues efficiently, often on the first call, and provide support through various channels like calls and chats * Navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction * Measure success by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time * Work collaboratively with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner * Develop and maintain a deep understanding of healthcare processes and terminology * Stay up-to-date on company policies, procedures, and system updates * Participate in ongoing training and development to improve skills and knowledge **Requirements** * High School Diploma or equivalent work experience * Must be 18 years of age or older * 1 year of customer service experience analyzing and solving customer concerns * Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications * Ability to work full-time (40 hours/week) Monday-Friday for any hours between 10:35am-7:05pm CST * Available to work occasional overtime, weekends, and/or some holidays as business needs require * Ability to pass a drug test before beginning employment **Preferred Qualifications** * Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools * Healthcare experience and knowledge of healthcare terminology **Soft Skills** * Proficient in multi-tasking, including managing multiple conversations simultaneously * Skilled in quickly resolving calls and messages, effectively preventing escalated complaints * Strong time management skills * High emotional intelligence and empathy * Excellent active listening and comprehension abilities * Exceptional written communication skills * Demonstrated problem-solving, organizational, and interpersonal skills * Proven track record of consistently achieving quality and productivity standards * Typing speed greater than or equal to 35-40 WPM with accuracy of 90% **Work Environment and Culture** * Remote work opportunity within the state of Arizona * Ability to keep all company-sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service * Collaborative and dynamic work environment with a focus on teamwork and continuous learning * Opportunities for professional growth and development * Recognition and rewards for outstanding performance **Compensation and Benefits** * Pay is based on several factors, including local labor markets, education, work experience, certifications, etc. * Comprehensive benefits package, including medical, dental, and vision insurance * Incentive and recognition programs * Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements) * Hourly pay for this role will range from $17.74-$31.63 per hour based on full-time employment **How to Apply** If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about blithequark and our mission to simplify the healthcare experience. Apply for this job