Experienced Customer Service Representative - Inbound Contact Center Professional for Delivering Exceptional Client Experiences

Introduction to blithequark At blithequark, we pride ourselves on being a leader in providing top-notch customer service experiences. Our team of dedicated professionals is passionate about delivering easy, efficient, and productive solutions to our clients' inquiries. As a key player in our inbound contact center, you will be the first line of support for our customers, ensuring that every interaction is met with a can-do attitude and a commitment to excellence. If you are a highly motivated and customer-focused individual with a passion for problem-solving, we invite you to join our dynamic team as a Customer Service Professional (CSP) Level I. Job Overview As a CSP Level I at blithequark, you will be responsible for handling a high volume of inbound and outbound calls, providing helpful solutions to customers' needs and issues, and ensuring seamless communication with adjusters, nurse case managers, and other stakeholders. Your duties will include receiving and processing referrals, scheduling patients with in-network providers, and maintaining accurate records. You will be an integral part of our team, working closely with case management to determine the best course of action for each customer and ensuring that all interactions meet our high standards of quality and service. Key Responsibilities Receive inbound phone and electronic referrals from workers' compensation insurance companies, nurse case managers, providers, doctors, patients, and other stakeholders. Open new cases accurately according to policy and procedures, ensuring that all necessary information is collected and documented. Make outbound telephonic and electronic contacts with adjusters and Physical Therapy Centers to verify new case information, request missing information, and obtain related paperwork. Communicate with adjusters and nurse case managers regarding updates on patient status in a timely and professional manner. Maintain Total Agent Availability (TAA) goals on a monthly basis, ensuring that you are available to handle customer inquiries and provide support as needed. Consistently meet blithequark's Customer Support Service & Quality standards, including call monitoring and EOC monitoring, to ensure that all interactions meet our high standards of quality and service. Review case information and consult with Case Management to determine if new cases need to be opened or if patients can be followed in existing cases. Validate new case data by reviewing, correcting, deleting, or re-entering data, combining data when account information is incomplete, and purging files to eliminate duplication of data. Request verification from insurance companies and other related paperwork from providers telephonically or electronically. Make outbound calls to Providers and Patients to schedule Physical Therapy appointments and ensure that all necessary arrangements are made. Understand blithequark's interdepartmental procedures, policies, and comply with them, identifying potential or existing system and/or procedural challenges and notifying your Supervisor as needed. Complete special projects or tasks as assigned by your supervisor, demonstrating your ability to adapt to changing priorities and deadlines. Apply knowledge of and adhere to the URAC Utilization Management Standards, ensuring that all interactions meet the highest standards of quality and service. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: Bachelor's degree preferred or industry experience equivalent, demonstrating your ability to work in a fast-paced environment and provide exceptional customer service. Minimum of 3 years of call center experience with both inbound and outbound calls (medium to high volume), showcasing your ability to handle a high volume of customer inquiries and provide support as needed. Excellent verbal and written customer service skills, demonstrating a can-do attitude and a commitment to excellence in every interaction. Highly developed problem-solving skills, enabling you to analyze complex issues and provide effective solutions to customers' needs and concerns. Strong data entry skills, with the ability to accurately and efficiently process customer information and maintain accurate records. Detail-oriented and solid organizational skills, ensuring that all tasks are completed in a timely and professional manner. Solid MS Word, Excel, and Outlook experience, demonstrating your ability to work effectively with technology and provide support as needed. Must have the ability to multi-task and work independently, prioritizing tasks and managing your time effectively to meet deadlines and achieve goals. Preferred Qualifications While not required, the following preferred qualifications will be considered an asset: Bilingual in English and Spanish, enabling you to communicate effectively with our Spanish-speaking clients and provide support as needed. Previous experience working in a healthcare or insurance environment, demonstrating your understanding of the industry and your ability to provide exceptional customer service in a fast-paced environment. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a CSP Level I, you will have access to a range of training and development opportunities, including: Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role. Opportunities for advancement, enabling you to progress in your career and take on new challenges. A supportive and collaborative work environment, where you will be encouraged to share your ideas and contribute to the success of our team. Access to industry-leading technology and tools, enabling you to work efficiently and effectively. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. Our company culture is built on the values of excellence, integrity, and respect, and we are committed to creating a workplace where everyone feels valued and empowered to succeed. As a CSP Level I, you will be part of a dynamic and diverse team, working together to deliver exceptional customer experiences and drive business success. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including a range of perks and benefits designed to support your well-being and success. These may include: Competitive salary and bonus structure, recognizing your contributions to our team and rewarding your achievements. Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans and paid time off. Opportunities for professional development and growth, enabling you to advance in your career and achieve your goals. A supportive and collaborative work environment, where you will be encouraged to share your ideas and contribute to the success of our team. Conclusion If you are a motivated and customer-focused individual with a passion for problem-solving, we invite you to join our team as a Customer Service Professional (CSP) Level I. At blithequark, we are committed to delivering exceptional customer experiences and driving business success. With a range of training and development opportunities, a supportive and collaborative work environment, and a competitive compensation package, we offer a rewarding and challenging career path for talented and ambitious individuals. Apply today to take the first step in your journey with blithequark! Apply for this job