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.
Job Overview
We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally, providing holistic support to members with special needs and their families. You will be empowered to fast-track resolutions, serve as an ongoing resource, and provide guidance and community resources during key transition times throughout the family's journey.
Primary Responsibilities
- Provide holistic family support to members with special needs, owning end-to-end resolution of issues, including complex benefits, claim and billing issues, prior authorizations, appeals, and more.
- Serve as an ongoing point of contact for members, primarily via phone, email, chat, and text, delivering compassionate support and creating a memorable, positive experience.
- Create and build ongoing relationships with members and teammates, making decisions independently and solving problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments, framing realistic expectations for members, and planning, prioritizing, organizing, and completing work to meet established objectives for our families.
- Manage project time to ensure follow-up and outreach work is completed in a timely manner, 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 to add unexpected value for the member, determining appropriate referrals to other programs or services as needed.
- Provide high-quality member experience, as reflected in post-contact surveys and member feedback, and maintain a strong focus on putting members' needs at the center of decisions.
Essential Qualifications
To succeed as a Healthcare Customer Advisor, you will possess:
- Passion for helping individuals and families with special needs, with strong empathy, compassion, and listening skills.
- Aptitude to be proactive, organized, resourceful, and relentless in solving issues and providing support, with the ability to think outside the box.
- Critical thinking and problem-solving skills, able to prioritize time efficiently, with self-starter abilities and the ability to thrive in ambiguity without established processes.
- Strong written and verbal communication skills, with the ability to understand many different special needs conditions, the impact on the family, and tailor approaches to a variety of unique individuals.
- Ability to diffuse member distress, manage complex situations, and translate complex benefit terminology and processes into common language members can understand and act upon.
- Ability to work well within a team, with a strong focus on putting members' needs at the center of decisions and a drive to add value by delivering more than customers expect.
- High school diploma or equivalent work experience, with 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
- Experience using a computer and Microsoft Office, including Microsoft Word, Excel, and Outlook, with the ability to work 40 hours per week, Monday through Friday, from 9:45 am - 6:15 pm CST.
Preferred Qualifications
Preferred candidates will have:
- 1+ years of experience in a similar role, such as A4Me or Quick Assist, with claims processing experience and experience providing care for children with special needs.
- Experience within a member-focused healthcare environment, with experience within a service delivery capacity, such as social services, caregivers, hospitality, social work, sales, or non-profit agencies.
Skills and Competencies
To be successful in this role, you will possess:
- Strong emotional intelligence, with the ability to separate self from complaints and escalated members, and focus on delivering thoughtful, compassionate care and resolving issues.
- Highly skilled at de-escalation techniques, with the ability to move conversations toward building trust and creating a positive experience for members.
- A coachable mindset, focused on professional development, with the ability to implement constructive feedback and coaching.
- Agility and flexibility to excel in a fast-paced work environment with constant learning and change, with the energy to overcome challenges and a drive to add value to members.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Healthcare Customer Advisor, you will have access to:
- 18 weeks of paid training, with ongoing coaching and mentoring to support your success in the role.
- Opportunities for professional development, with a focus on building your skills and competencies to advance in your career.
- A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.
Work Environment and Company Culture
At blithequark, we value diversity and inclusion, with a commitment to creating a workplace that is welcoming and inclusive to all employees. We believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity/Affirmative Action employer. Our company culture is built on a foundation of:
- Respect and empathy for our members and employees, with a focus on delivering compassionate care and support.
- A commitment to excellence, with a drive to continuously improve and innovate in our services and processes.
- A collaborative and team-oriented environment, with opportunities for growth and development.
Compensation, Perks, and Benefits
As a Healthcare Customer Advisor at blithequark, you will be rewarded with a competitive salary and comprehensive benefits package, including:
- A hourly range of $18.80 - $36.78 per hour, depending on experience and location.
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as life insurance and disability benefits.
- Incentive and recognition programs, with opportunities for bonuses and rewards for outstanding performance.
- Equity stock purchase and 401k contribution, with a focus on supporting your long-term financial goals.
Conclusion
If you are a compassionate and driven individual, with a passion for helping others and making a difference in the lives of families with special needs, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Healthcare Customer Advisor, you will have the opportunity to deliver an extraordinary experience to our members, while growing and developing your skills and competencies in a supportive and inclusive work environment. Apply today to start your journey with blithequark and make a meaningful difference in the lives of others!
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