Experienced Customer Service Representative - Remote
Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we invite you to join blithequark's dynamic team as an Experienced Customer Service Representative - Remote. In this role, you will be the face of our organization, providing top-notch support to our clients and patients while working from the comfort of your own home.
About blithequark
As a leading healthcare solutions provider, blithequark brings 30 years of industry expertise to clients across the nation. Our mission is to empower healthcare organizations to succeed in a rapidly changing landscape by providing innovative solutions, expert guidance, and unparalleled support. At blithequark, we're committed to redefining healthcare services and creating a better future for our clients, patients, and communities.
Job Summary
As an Experienced Customer Service Representative - Remote, you will be responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low, you may make outbound follow-up calls on outstanding AR accounts to ensure timely resolution and exceptional customer satisfaction. Your primary goal will be to provide first-call resolution, facilitate conversations, and establish a deep understanding of the customer's issue or reason for contact.
Essential Duties and Responsibilities
* Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner, ensuring timely resolution without drops or abandons.
- Ascertain the reason for the call and assist the caller with their questions, concerns, or problems, focusing on first-call resolution.
- Facilitate resolution by referring the matter to the issue/content expert, escalating the matter to a supervisor when necessary, requesting the appropriate information, or taking appropriate action to ensure effective resolution.
- Other duties as assigned by management.
Knowledge, Skills, Abilities
To excel in this role, you must possess the following skills and abilities:
- Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills.
- Professional and calming tone of voice with complete command of the English language, free of inappropriate grammar.
- Ability to facilitate conversations with others and establish an understanding of the customer's issue or reason for contact.
- Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques.
- Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
- Ability to function effectively under stress, conflicting demands on time and attention, and sometimes, under duress from difficult personalities.
- Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
- Attentive listening skills.
- Ability to clearly articulate a response to the customer using appropriate voice modulation.
Education / Experience
To be considered for this role, you should have:
- High school education or the equivalent.
- 1-2 years of prior experience in an inbound call center and/or customer service environment.
- Hospital patient account billing experience or knowledge of 3rd-party reimbursements from insurance companies and government payers is a plus.
Physical Demands
The physical demands of this role include:
- Ability to sit at a computer terminal for extended periods of time.
Work Environment
As a remote customer service representative, you will work in a call center environment with a headset and multiple workstations within close proximity. You may also interact with patients in a hospital environment.
Compensation and Benefits
We offer a competitive compensation package, including:
- Pay: $15.80 - $23.70 per hour, depending on location, qualifications, and experience.
- Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
- Conifer observed holidays receive time and a half.
- Comprehensive benefits package, including medical, dental, vision, disability, and life insurance.
- Paid time off (vacation & sick leave) - minimum of 12 days per year, accrued at a rate of approximately 1.84 hours per 40 hours worked.
- 401(k) with up to 6% employer match.
- 10 paid holidays per year.
- Health savings accounts, healthcare & dependent flexible spending accounts.
- Employee Assistance program, Employee discount program.
- Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder & childcare, AD&D, auto & home insurance.
- For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment where everyone feels valued, respected, and empowered to succeed.
How to Apply
If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please visit our website to register as a candidate and submit your application. Apply Job! Apply for this job