Experienced Full Stack Customer Service Representative – Healthcare Provider Support

Are you a customer service professional with a passion for delivering exceptional experiences in a fast-paced, dynamic environment? Do you thrive in a role that requires multitasking, problem-solving, and effective communication? If so, we invite you to join blithequark as a Full Stack Customer Service Representative – Healthcare Provider Support. In this critical role, you will serve as the primary point of contact for healthcare providers, resolving issues efficiently and providing support through various channels like calls and chats. About blithequark blithequark is a leading healthcare organization dedicated to delivering innovative solutions that improve the lives of patients and healthcare providers. Our mission is to empower healthcare professionals with the tools and support they need to provide exceptional care. As a Full Stack Customer Service Representative, you will be part of a talented team that is passionate about making a difference in the healthcare industry. Job Summary As a Full Stack Customer Service Representative – Healthcare Provider Support, you will play a crucial role in resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You will need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. Responsibilities * Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues * Service Providers in a multi-channel environment including call, dual chats, and email as required * Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices) * Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health) * Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction * Collaborate 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 (C&S, M&R, E&I) provider types, and call types * Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution Requirements * High School Diploma/GED or equivalent work experience * Must be 18 years of age or older * 1+ years of customer service experience with analyzing and solving customer's concerns * Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications * This position involves handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods. * Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays. Preferred Qualifications * Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools * Health care experience and knowledge of healthcare terminology Telecommuting Requirements * Reside within the state of Indiana * 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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service 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 * Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90% Compensation and Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable. What We Offer * 11 weeks of paid training * Opportunity to work in a dynamic and fast-paced environment * Collaborative and supportive team culture * Comprehensive benefits package * Incentive and recognition programs * Equity stock purchase * 401k contribution * Flexible work arrangements * Opportunities for career growth and development If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please through our website or by clicking on the link below. We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.