Are you a customer service professional with a passion for delivering exceptional support to individuals seeking assistance with their healthcare needs? Do you thrive in a dynamic environment where you can utilize your expertise to drive results and make a meaningful impact? If so, we invite you to join blithequark as a Customer Service Representative Lead, where you will play a crucial role in shaping the customer experience and contributing to the overall mission of improving health outcomes for communities. **About blithequark** blithequark is a leading healthcare organization dedicated to providing innovative solutions and exceptional support to individuals and communities. Our mission is to improve health outcomes by delivering high-quality, patient-centered care that is accessible, affordable, and compassionate. We are committed to fostering a culture of diversity, equity, and inclusion, where every individual feels valued, respected, and empowered to succeed. **Responsibilities** As a Customer Service Representative Lead at blithequark, you will be responsible for delivering exceptional customer service to callers seeking assistance with their healthcare needs. Your key responsibilities will include: * **Serving as a Resource or Subject Matter Expert (SME)**: You will provide guidance and support to team members, sharing your expertise and knowledge to ensure that customer expectations are met. * **Handling Escalated Calls**: You will resolve complex customer issues in a one-and-done manner, utilizing your problem-solving skills and expertise to provide timely and effective solutions. * **Answering Incoming Calls**: You will respond to incoming phone calls from customers, identifying their needs and providing assistance in a timely and professional manner. * **Active Listening and Documentation**: You will ask appropriate questions, listen actively, and document required information in computer systems to ensure that customer issues are accurately recorded and addressed. * **Intervening with Care Providers**: You will work with care providers on behalf of customers to assist with appointment scheduling or connections with internal specialists. * **Assisting Customers with Navigation**: You will help customers navigate blithequark websites and encourage them to become self-sufficient in accessing information and resources. * **Owning Problems to Resolution**: You will take ownership of customer issues, resolving them in real-time or through comprehensive and timely follow-up. * **Researching Complex Issues**: You will research complex issues across multiple databases and work with support resources to resolve customer issues. * **Providing Education and Status**: You will provide education and status on previously submitted pre-authorizations or pre-determination requests. * **Meeting Performance Goals**: You will meet performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance. **Requirements** To be successful in this role, you will need to possess the following qualifications: * **High School Diploma / GED**: You must have a high school diploma or equivalent. * **Age Requirement**: You must be at least 18 years of age. * **First Call Resolution Experience**: You must have experience in resolving customer issues in a first call resolution environment. * **Call Center Experience**: You must have at least 9 months of previous call center experience. * **Customer Service Experience**: You must have at least 2 years of customer service experience analyzing and solving customer problems or 2 years of experience in an office setting environment using the telephone and computer as primary instruments. * **Computer Skills**: You must be familiar with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications. * **Availability**: You must be available to work full-time, Monday through Friday, with flexibility to work an 8-hour shift during the hours of 6:00 am - 6:00 pm MST. **Nice-to-Haves** While not required, the following qualifications are desirable: * **Customer Service Representative (CSR) Experience**: You may have 1+ years of experience as a Customer Service Representative or 1+ years of experience in an office setting, call center setting, or phone support role. **Benefits** As a valued member of the blithequark team, you will enjoy a comprehensive benefits package, including: * **Comprehensive Benefits Package**: You will receive a comprehensive benefits package that includes medical, dental, and vision coverage, as well as life insurance and disability benefits. * **Incentive and Recognition Programs**: You will be eligible for incentive and recognition programs that reward your hard work and dedication. * **Equity Stock Purchase**: You will have the opportunity to purchase equity stock in blithequark. * **401k Contribution**: You will be eligible for a 401k contribution program that helps you save for your future. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we invite you to apply for the Customer Service Representative Lead position at blithequark. Please visit our website at [insert website URL] to learn more about our company culture and values. To apply, click on the link below: Apply Job! We look forward to welcoming you to the blithequark team! Apply for this job