**Experienced Customer Service Advocate II - Outbound: Transformative Conversations for 28 Million Members at blithequark**

At blithequark, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Advocate II - Outbound, you'll play a pivotal role in shaping the future of healthcare and wellness for our 28 million members. Join our dynamic team and become a catalyst for positive change, leveraging your exceptional communication skills and passion for helping others. **About blithequark** blithequark is a diversified, national organization dedicated to providing innovative solutions for a healthier, more connected world. With a strong commitment to diversity, equity, and inclusion, we foster a culture of empathy, creativity, and collaboration. Our team members are the driving force behind our success, and we're excited to welcome talented individuals like you to our community. **Position Purpose** As a Customer Service Advocate II - Outbound, you'll be responsible for delivering education and information to members and/or providers on behalf of the customer service team. Your primary objective will be to inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. You'll facilitate outbound calls to provide providers with timely, accurate, and personalized support, helping them navigate complex healthcare systems and make informed decisions. **Key Responsibilities** • **Educational Outreach**: Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns, ensuring they have the knowledge and resources needed to thrive. • **Escalation and Support**: Escalate calls in the event providers are unable to deliver solutions, providing additional support and guidance to ensure a seamless experience. • **Front-Line Support**: Serve as the primary point of contact for various member and/or provider inquiries, requests, or concerns, demonstrating exceptional listening skills and empathy. • **Product Awareness and Campaigns**: Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers, promoting a culture of transparency and open communication. • **Performance and Quality Standards**: Maintain performance and quality standards based on established contact center metrics, continuously striving for excellence and improvement. • **Knowledge Expansion**: Expand your knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility), staying up-to-date on industry trends and developments. • **Documentation and Quality Tracking**: Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications, ensuring accurate and timely reporting. • **Compliance and Quality Standards**: Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance, upholding the highest standards of professionalism and integrity. **Essential and Preferred Qualifications** * **Education**: Requires a High School diploma or GED. * **Experience**: Requires 1 – 2 years of related experience, with a preference for experience in a contact center environment. * **Vocational or Technical Education**: May require vocational or technical education in addition to prior work experience, with additional on-the-job training or continuous learning education. * **Skills and Competencies**: Demonstrated exceptional communication, interpersonal, and problem-solving skills, with the ability to work in a fast-paced, dynamic environment. **Skills and Competencies Required for Success** * **Communication and Interpersonal Skills**: Excellent verbal and written communication skills, with the ability to build rapport with diverse stakeholders. * **Problem-Solving and Critical Thinking**: Strong problem-solving and critical thinking skills, with the ability to analyze complex situations and develop effective solutions. * **Adaptability and Flexibility**: Ability to adapt to changing priorities and deadlines, with a flexible and collaborative approach to work. * **Technical Skills**: Proficiency in CRM applications and other relevant software, with a willingness to learn and adapt to new technologies. * **Emotional Intelligence and Empathy**: High emotional intelligence and empathy, with the ability to understand and respond to the needs of diverse stakeholders. **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our team members grow and develop their careers. As a Customer Service Advocate II - Outbound, you'll have access to: * **Mentorship and Coaching**: Regular mentorship and coaching sessions to help you develop your skills and achieve your goals. * **Training and Development**: Opportunities for training and development, including workshops, webinars, and conferences. * **Career Advancement**: Opportunities for career advancement, with a clear path for progression and growth. * **Continuous Learning**: A culture of continuous learning, with a focus on staying up-to-date on industry trends and developments. **Work Environment and Company Culture Highlights** * **Flexible Work Arrangements**: Flexible work arrangements, including remote, hybrid, field, or office work schedules. * **Diverse and Inclusive Culture**: A diverse and inclusive culture, with a strong commitment to diversity, equity, and inclusion. * **Collaborative Team Environment**: A collaborative team environment, with a focus on teamwork, communication, and mutual respect. * **Recognition and Rewards**: Recognition and rewards for outstanding performance and contributions, with a focus on celebrating individual and team achievements. **Compensation, Perks, and Benefits** At blithequark, we offer a comprehensive benefits package, including: * **Competitive Pay**: Competitive pay, with a pay range of $17.50 - $27.50 per hour. * **Health Insurance**: Health insurance, including medical, dental, and vision coverage. * **401K and Stock Purchase Plans**: 401K and stock purchase plans, with a focus on helping you save for the future. * **Tuition Reimbursement**: Tuition reimbursement, with a focus on helping you develop your skills and advance your career. * **Paid Time Off Plus Holidays**: Paid time off plus holidays, with a focus on work-life balance and flexibility. * **Flexible Work Arrangements**: Flexible work arrangements, including remote, hybrid, field, or office work schedules. **Equal Opportunity Employer** blithequark is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, and are proud to be an inclusive and supportive workplace. **How to Apply** If you're passionate about delivering exceptional customer experiences and making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about our company culture, benefits, and application process. Apply for this job