Experienced Customer Service Representative and Support Specialist for Health and Benefits – Delivering Exceptional Service in a Fast-Paced Remote Environment

Welcome to blithequark

At blithequark, we are passionate about empowering businesses and individuals to thrive in all aspects of their lives, from today into retirement. As a people-centric and client-obsessed organization, we are dedicated to driving results with integrity and relentlessly pursuing better outcomes for all. Our community of forward-thinking individuals is focused on simplifying the health and wealth journey, and we invite you to join us on this mission.

Job Summary and Responsibilities

We are seeking a highly skilled and customer-focused Support Specialist to join our team in the CBD Member Services department. As a Support Specialist, you will play a vital role in supporting our customers' journey through the healthcare reimbursement system, delivering superior quality experiences, and providing valuable insights, education, and direction. This challenging yet rewarding position requires a unique blend of technical knowledge, communication skills, and problem-solving abilities.

• Accountable for providing high-quality, customer-focused telephonic service, utilizing knowledge of procedures and systems to meet and exceed member satisfaction while educating constituents on blithequark's policies and programs.
• Consult with members to support easy navigation of available online tools, from checking account balances to submitting claims, and provide guidance on utilizing these resources effectively.
• Responsible for resolving issues without management intervention, removing barriers for members, and ensuring seamless experiences.
• Accountable for initial call skills after training and may be cross-trained to other skills on a later date, demonstrating adaptability and a willingness to learn.
• Protect sensitive member information with discretion, maintaining confidentiality and adhering to blithequark's data protection policies.
• Prioritize effectively to meet member service goals and deadlines, managing multiple tasks and responsibilities in a fast-paced environment.
• Perform other duties as assigned, demonstrating flexibility and a commitment to delivering exceptional service.

Training and Development

This position requires a comprehensive training program, approximately five weeks in duration, which includes a product exam at the end of the training period. A passing score of 85% is required to continue in this role. Attendance is mandatory during the training period, and while paid time off accrues during this time, it cannot be taken until after the training is complete.

Preferred Qualifications

To excel in this role, you should possess:

• 1-3 years of experience in customer service, preferably in a call center environment.
• Prior experience in a related field, such as healthcare or reimbursement, is an asset.
• No degree is required; however, a strong foundation in customer service principles and practices is essential.
• Computer knowledge and skills, with the ability to learn new systems and technologies quickly.
• Basic understanding of medical and reimbursement terminology, with a willingness to learn and adapt.
• Excellent oral and written communication skills, with the ability to de-escalate and handle member issues effectively.
• Problem-solving skills, attention to detail, and analytical abilities, with a focus on delivering exceptional service and resolving issues efficiently.

Work Environment and Schedule

This is a remote position, requiring a dedicated workspace with a reliable internet connection. The ideal candidate should be able to work in a fast-paced environment, managing multiple tasks and responsibilities while maintaining a high level of productivity. The schedule for this position is:

• Monday to Friday: 11:30 a.m. ET to 8 p.m. ET (subject to change due to business needs)
• Some Saturdays: 10 a.m. ET to 3 p.m. ET (subject to change due to business needs)
• Pacific Time: 8:30 a.m. to 5 p.m. (Monday to Friday) and 7 a.m. to 12 p.m. (Saturdays)
• Mountain Time: 9:30 a.m. to 6 p.m. (Monday to Friday) and 8 a.m. to 1 p.m. (Saturdays)
• Central Time: 10:30 a.m. to 7 p.m. (Monday to Friday) and 9 a.m. to 2 p.m. (Saturdays)

Compensation and Benefits

The hourly pay rate for this position is $17.50, equivalent to $36,400 per year, with opportunities to earn bonuses on a quarterly basis. blithequark offers a comprehensive benefits package, including:

• Industry-leading healthcare benefits
• 401K savings plan
• Company holidays
• Paid time off
• Parental leave
• Employee assistance program

Career Growth and Development

At blithequark, we are committed to supporting the growth and development of our employees. As a Support Specialist, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and knowledge and advance your career within the organization.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Support Specialist at blithequark, you will be part of a dynamic team dedicated to simplifying the health and wealth journey for our customers. Join us on our mission to drive results with integrity and pursue better outcomes for all. Apply now to take the first step in your journey with blithequark.