Experienced Customer Experience Representative III - Delivering Exceptional Support and Service to Members and Providers in a Dynamic and Fast-Paced Environment at blithequark

Introduction to blithequark At blithequark, we are dedicated to providing top-notch customer experience and support to our members and providers. As a leader in the healthcare industry, we strive to make a positive impact on the lives of those we serve. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted and reliable partner in the healthcare community. We are now seeking an experienced and skilled Customer Experience Representative III to join our team and help us deliver exceptional support and service to our members and providers. Job Summary The Customer Experience Representative III will be responsible for providing stellar customer support and service to meet the needs of our blithequark members and providers. This will involve resolving issues and addressing needs fairly and effectively, while demonstrating blithequark values in their actions. The successful candidate will provide product and service information, identify opportunities to improve our member and provider experiences, and represent member/provider issues in areas involving member/provider impact and engagement. Key Responsibilities Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business. Handle escalated calls on behalf of management and provide excellent customer service for all call center communication channels. Accurately document all member/provider communication and demonstrate a ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations. Achieve individual performance goals established for this position in the areas of call quality, attendance, and scheduled adherence. Engage and collaborate with other departments to resolve member and provider issues and improve overall customer experience. Demonstrate personal responsibility and accountability by taking ownership of the call/issue and following it through to resolution, on behalf of the customer, in real-time or through timely follow-up with the customer. Essential Qualifications Associate's Degree or equivalent combination of education and experience. 3-5 years of customer service or sales experience in a fast-paced, high-volume environment. Proficient in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, and other systems utilized by blithequark. Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the customer's needs. Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, and work overtime and/or weekends, as needed. Preferred Qualifications Bachelor's Degree or equivalent combination of education and experience. 5-7 years of customer service or sales experience in a fast-paced, high-volume environment. Broker/Healthcare insurance licensure. Proficient in CVS Caremark, Availity, blithequark Provider Portal, and other systems utilized by blithequark. Demonstrated ability to proactively engage and collaborate with other departments to resolve member and provider issues and improve overall customer experience. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Representative III, you will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You will be able to work with a talented team of professionals who are passionate about delivering exceptional customer experience and support. We offer a range of training and development programs to help you achieve your career goals and advance in your career. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. We believe in fostering a culture of excellence, integrity, and respect, where our employees can thrive and grow. We offer a range of benefits and perks to support our employees' well-being and work-life balance, including competitive compensation, comprehensive benefits, and opportunities for professional development. Compensation, Perks, and Benefits We offer a competitive compensation package, including a hourly rate of $13.41 - $29.06, depending on experience and location. We also offer a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off. Our employees also enjoy a range of perks, including flexible working hours, remote work options, and opportunities for professional development. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional support and service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Experience Representative III, you will play a critical role in helping us achieve our mission of providing top-notch customer experience and support to our members and providers. Don't miss out on this opportunity to join a dynamic and growing team and take your career to the next level. Apply now to become a part of the blithequark team and start making a positive impact on the lives of our members and providers. Apply for this job