Experienced Healthcare Customer Advisor for Special Needs Families - National Remote Opportunity with blithequark

Introduction to blithequark and the Industry

At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a leader in the healthcare industry, blithequark is committed to mitigating its impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

The healthcare industry is constantly evolving, and at blithequark, we are at the forefront of this change. We are committed to creating a healthcare system that is responsive, affordable, and equitable for all. Our team of highly skilled professionals is dedicated to serving and managing special needs for our members and their families. We are passionate about delivering an extraordinary experience to our members and making a positive impact on their lives.

Job Overview

As a Healthcare Customer Advisor for Special Needs Families at blithequark, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. You will be responsible for providing holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.

This is a full-time, 40 hours per week position, working Monday through Friday from 9:45am to 6:15pm CST. You will be required to work occasional overtime as needed. We offer 18 weeks of paid training, and during this time, you will learn about our systems, processes, and culture. You will also have the opportunity to develop your skills and knowledge in a supportive and collaborative environment.

Key Responsibilities

• Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Create and build ongoing relationships with others, including both members and teammates.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Consistently follow through on commitments and frame realistic expectations for members.
• Plan, prioritize, organize, and complete work to meet established objectives for our families.
• Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.
• Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

To succeed as a Healthcare Customer Advisor for Special Needs Families at blithequark, you will need to possess the following essential qualifications:

• High School Diploma / GED or equivalent work experience.
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
• Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Ability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST, within our Family Engagement Center.
• Must be 18 years of age or older.

Preferred Qualifications

The following preferred qualifications will make you a stronger candidate for this role:

• 1+ years of experience in a similar role or industry.
• Claims processing experience.
• Experience providing care for children with special needs.
• Experience within a member-focused healthcare environment.
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).

Skills and Competencies

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

• Passion for helping individuals and families of children with special needs.
• Strong empathy, compassion, and listening skills.
• Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
• Critical thinking and problem-solving skills, able to prioritize time efficiently.
• Self-starter abilities and thrive in ambiguity without established processes.
• Motivation to improve process.
• Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
• Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
• Ability to work well within a team.
• Strong focus on putting member's needs at the center of decisions.
• A drive to add value by delivering more than the customers expect.
• Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
• Ability to step in with new members, quickly review history, and confidently speak to member needs.
• Energy for what needs to be done and for overcoming challenges.
• A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
• Highly skilled at de-escalation techniques; able to move conversations toward building trust.
• High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Healthcare Customer Advisor for Special Needs Families, you will have access to a range of training and development opportunities, including:

• 18 weeks of paid training to develop your skills and knowledge.
• Ongoing coaching and feedback to help you improve your performance.
• Opportunities to develop your skills and knowledge in a supportive and collaborative environment.
• A range of career development opportunities, including promotions and lateral moves.

Work Environment and Company Culture

At blithequark, we are proud of our company culture and work environment. We are committed to creating a workplace that is inclusive, supportive, and respectful of all employees. Our company culture is built on the following values:

• Respect: we respect each other, our members, and our partners.
• Integrity: we act with integrity and honesty in all our interactions.
• Compassion: we are compassionate and empathetic in our interactions with members and each other.
• Excellence: we strive for excellence in everything we do.
• Teamwork: we work together as a team to achieve our goals.

Compensation, Perks, and Benefits

At blithequark, we offer a range of compensation, perks, and benefits to our employees, including:

• A competitive salary range.
• A comprehensive benefits package, including medical, dental, and vision insurance.
• A range of incentive and recognition programs to reward your performance.
• Equity stock purchase and 401k contribution.
• A range of perks, including flexible working hours, remote work options, and a supportive and collaborative work environment.

Conclusion

If you are passionate about helping individuals and families of children with special needs, and you are looking for a challenging and rewarding role, then we encourage you to apply for this position. At blithequark, we are committed to creating a healthcare system that is responsive, affordable, and equitable for all. We believe that our employees are our greatest asset, and we are committed to supporting your growth and development. Apply now to join our team and start making a difference in the lives of our members.

Apply Now