Experienced Customer Care Representative I - Call Center for Behavioral Health Services

Are you passionate about delivering exceptional customer service and making a positive impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at blithequark, a leading provider of innovative solutions for behavioral health and substance use services. As a Customer Care Representative I, you will play a vital role in ensuring that our clients receive the highest level of service and support. You will be the face of blithequark, providing exceptional service to participants and providers while handling inquiries, resolving issues, and assisting with behavioral health/substance use service needs. If you are a motivated, customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About blithequark

blithequark is a forward-thinking organization dedicated to making a positive impact in the lives of individuals and communities. Our mission is to provide innovative solutions for behavioral health and substance use services, and we are committed to delivering exceptional customer service and support. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who share your passion for making a difference.

Key Responsibilities

As a Customer Care Representative I, your key responsibilities will include:

• Responding to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/substance use services.
• Researching and resolving customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and/or solutions.
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems.
• Providing information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensuring all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Collaborating with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identifying and communicating trends in customer inquiries to support continuous improvement initiatives for the project.
• Participating in developing department goals, objectives, and systems.
• Participating in staff meetings and attending other meetings and seminars as assigned.
• Recommending new approaches, policies, and procedures to continually improve efficiency of the department and services performed.

Required Skills and Abilities

To be successful in this role, you will need to possess the following skills and abilities:

• Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
• Flexible and quick learner, willing to adapt to changing customer and business needs.
• Strong work ethic.
• Excellent verbal, written, and listening communication skills within the English language.
• Proven, high-quality customer service (internal and external customers).
• Ability to work independently and collaboratively.
• Capability to analyze situations carefully and adopt appropriate courses of action.
• Ability to understand and adhere to the duties, methods, and procedures required by the position.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
• Ability to effectively communicate to large and small group audiences.
• Proficient with Microsoft Office Suite, system navigation, and/or related software.

Education and Experience

To be considered for this role, you will need to have:

• High school diploma or equivalent.
• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and/or substance use field.

Physical Requirements

This role requires:

• Prolonged periods of sitting at a desk and working on a computer with multiple screens.
• Standard hours of work Monday through Friday, 8:30 am - 5:00 pm Eastern for training.
• Standard hours of work Monday through Friday, 9:00 am - 5:30 pm Eastern after training.

Benefits of Working for blithequark

As a member of our team, you will enjoy a comprehensive benefits package, including:

• Support from a team of professionals committed to making your life better.
• 19 days of PTO.
• 12 paid holidays, 13 paid holidays during election years.
• Merit/COLA increases.
• Flex time allowed, during the same week.
• Medical, dental, and vision insurance.
• Medical and dependent flexible spending account.
• Pet insurance.
• Mass transportation benefit for the Maryland and Washington, D.C. area.
• 401(k) with a generous employer match.
• Easy-to-use employee self-serve HR portal.

Equal Opportunity Employer

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

How to Apply

If you are a motivated, customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job