Introduction to blithequark
At blithequark, we are dedicated to making a profound impact on the lives of millions by providing innovative healthcare solutions, leveraging cutting-edge technology, and fostering a culture of diversity, inclusion, and excellence. Our mission is to connect people with the care, resources, and support they need to thrive, and we are committed to advancing health equity on a global scale. As a leader in the healthcare industry, we recognize the importance of exceptional customer service in delivering high-quality patient experiences. If you are passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we invite you to join our team as a Customer Service Representative Lead.
About the Role
As a Customer Service Representative Lead at blithequark, you will play a vital role in supporting our call center operations, ensuring that our patients receive exceptional service, and driving business results through effective leadership and teamwork. You will act as a primary resource for our customer service agents, providing guidance, training, and support to ensure that they have the skills and knowledge needed to deliver outstanding patient experiences. You will also work closely with our call center management team to identify opportunities for process improvements, implement changes, and monitor results to ensure that our operations are running efficiently and effectively.
Key Responsibilities
- Act as a primary resource for handling staff inquiries regarding policies and procedures, providing clear and concise guidance and support to ensure that our customer service agents have the information they need to deliver exceptional patient experiences.
- Communicate procedural changes and guidelines to department staff, ensuring that all team members are aware of and understand the latest policies and procedures.
- Work with Supervisors to sustain high associate morale and motivation, recognizing and rewarding outstanding performance and providing feedback and coaching to support the growth and development of our team members.
- Execute customer service utilizing a professional tone and manner, ensuring that all patient interactions are handled with empathy, compassion, and understanding.
- Identify and assess talent for potential peer trainers, conducting training for newly appointed peer trainers and ensuring that they have the skills and knowledge needed to deliver high-quality training and support to our customer service agents.
- Acquire no more than 6 scheduling errors in the calendar year, remaining accountable for relaying accurate information to advocates while maintaining a 95% call handle rate in CEAQ.
- Act as a facilitator to resolve conflicts on the team, ensuring accurate and timely communication of concerns to management and working to resolve issues in a fair and timely manner.
- Receive and process STAT priority referrals, ensuring that all urgent patient needs are addressed promptly and efficiently.
- Act as a mentor/coach for call center advocates, ensuring that they are meeting monthly metrics and providing feedback and coaching to support their growth and development.
- Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing business needs and priorities.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma / GED OR equivalent work experience, demonstrating a strong foundation in customer service, leadership, and communication.
- Must be 18 years of age OR Older, with a minimum of 1+ years of experience in a Healthcare environment, preferably in a call center or customer-facing role.
- 1 year of experience as a team lead and/or training, with a proven track record of success in leading and developing high-performing teams.
- Working knowledge of computerized telephone systems and ACD, with experience in using technology to drive business results and improve customer experiences.
- Healthcare/Managed Care and/or insurance industry knowledge, with a strong understanding of the healthcare landscape and the needs of our patients.
- Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD, with experience in using electronic health records and other healthcare technology systems.
- Knowledge of MS Office, with emphasis on Excel, and experience in using data and analytics to drive business decisions and improve customer experiences.
- Able to provide excellent Customer Service and proper telephone etiquette, with a strong focus on delivering exceptional patient experiences and building strong relationships with our patients and stakeholders.
- Thorough knowledge of state and federal laws that apply to the department, with a strong understanding of regulatory requirements and compliance standards.
- Proficient in MS Office, with experience in using technology to drive business results and improve customer experiences.
- Excellent interpersonal skills, with a strong ability to communicate effectively with patients, stakeholders, and team members.
- Oral, written, communication, and composition skills, with a strong ability to articulate complex ideas and concepts in a clear and concise manner.
- Ability to listen, document, and track problem areas, with a strong focus on identifying opportunities for process improvements and implementing changes to drive business results.
- Excellent leadership and time management skills, with a proven track record of success in leading and developing high-performing teams and managing multiple priorities and deadlines.
- Ability to work independently, and with confidential information, demonstrating a high level of discretion and professionalism in all interactions.
- Maintain a positive attitude with supporting departmental goals and objectives, demonstrating a strong commitment to our mission and values and a willingness to adapt to changing business needs and priorities.
- Must have the ability to work swiftly and efficiently without compromising quality customer service, demonstrating a strong focus on delivering exceptional patient experiences and driving business results.
- Organizational skills, with a strong ability to prioritize tasks and manage multiple priorities and deadlines.
- Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc., demonstrating a willingness to adapt to changing business needs and priorities.
- Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV, with the ability to work remotely* as needed, demonstrating a strong ability to work independently and manage multiple priorities and deadlines.
- Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday, with the possibility of occasional overtime or weekends, demonstrating a willingness to adapt to changing business needs and priorities.
Preferred Qualifications
While not required, the following preferred qualifications will be considered an asset:
- Medical Terminology, with a strong understanding of medical concepts and terminology.
- CPT and ICD-10 coding, with experience in using coding systems to drive business results and improve customer experiences.
- 1 year of experience in a call center, with a proven track record of success in delivering exceptional customer experiences and driving business results.
- Work experience as a team lead, with a strong ability to lead and develop high-performing teams and manage multiple priorities and deadlines.
Telecommuting Requirements
To be eligible for remote work, you must:
- Reside within 2716 N TENAYA WAY Las Vegas, NV, with the ability to work onsite once a week as needed.
- Have a dedicated work area established that is separated from other living areas and provides information privacy, demonstrating a strong ability to work independently and manage multiple priorities and deadlines.
- Must live in a location that can receive a blithequark approved high-speed internet connection or leverage an existing high-speed internet service, demonstrating a strong ability to work remotely and manage multiple priorities and deadlines.
Physical and Work Environment
This role will be working in a normal Call Center environment with heavy phone and computer usage, with moderate standing and walking required. All employees working remotely will be required to adhere to blithequark's Telecommuter Policy, demonstrating a strong ability to work independently and manage multiple priorities and deadlines.
Compensation and Benefits
At blithequark, we offer a competitive compensation package, including a hourly range of $19.47 - $38.08 per hour, depending on experience and qualifications. We also offer a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution, demonstrating our commitment to the growth and development of our team members.
Culture and Diversity
At blithequark, we are committed to creating a diverse and inclusive work environment, where all employees feel valued, respected, and empowered to contribute their best work. We believe that diversity creates a healthier atmosphere, and we are dedicated to fostering a culture of excellence, innovation, and collaboration. If you are passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we invite you to join our team and be a part of our mission to deliver exceptional patient experiences and drive business results.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Service Representative Lead, you will play a vital role in delivering exceptional patient experiences, driving business results, and contributing to the growth and success of our organization. Don't miss out on this opportunity to make a difference in the lives of others and advance your career in a dynamic and supportive environment. Apply now to join our team and start making a positive impact today!
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