Introduction to blithequark and the Industry
blithequark is a leading distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With over 50 years of experience, blithequark has established itself as a pioneer in addressing healthcare's most complicated challenges. Our company operates with approximately 48,000 employees and has operations in more than 40 countries, making us a significant player in the global healthcare industry. We are committed to creating a better future for our customers, employees, and the communities we serve.
Job Summary
We are seeking an experienced and skilled Customer Care Representative II to join our team at blithequark. As a Customer Care Representative II, you will be responsible for answering inbound calls from customers to place orders or reorders of medical supplies. You will act as a liaison, problem-solving order issues, researching accounts, and providing resolutions in a high-volume call center. Your primary goal will be to provide exceptional customer service, ensuring that our customers receive the best possible experience when interacting with blithequark.
Key Responsibilities
- Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having a sincere interest in the speaker
- Handle high call volumes consistently throughout the workday, ranging in complexity and sensitivity, while maintaining composure with customers
- Process orders for new and existing customers, collecting necessary information for insurance billing, and collect payment as needed
- Operate company-provided hardware and navigate multiple computer programs throughout the day to address customer concerns
- Consult with Supervisor or Team Lead on complex and unusual problems
- Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
- Navigate multiple systems and consult with internal resources to provide order status updates to achieve first-time call resolution
- Interpret the meaning of insurance terminology, plans, and documentation, and explain it in an easy-to-understand way
- Explain our products and offerings to our customers to ensure compatibility with customer conditions
- Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
- Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times
Essential and Preferred Qualifications
To be successful in this role, you should have:
- A high school diploma, GED, or equivalent, or equivalent work experience
- 2-4 years of experience in a high-volume call center, where communication and active listening skills have been utilized
- Previous experience working in a remote/work-from-home setting is preferred
- Prior experience working with Microsoft Office is preferred
- Prior experience working with order placement systems and tools is preferred
- Customer service experience in the prior healthcare industry is preferred
- Root cause analysis experience is preferred
- Familiarity with call-center phone systems is preferred
- Excellent phone skills with a focus on quality
- Previous experience achieving daily call center metrics, including but not limited to average handle time, adherence, average speed to answer, and QA
Skills and Competencies
To excel in this role, you should possess:
- Strong communication and active listening skills
- Ability to work in a fast-paced environment and handle high call volumes
- Excellent problem-solving and analytical skills
- Ability to navigate multiple computer programs and systems
- Strong customer service skills and ability to provide exceptional customer experiences
- Ability to work independently and as part of a team
- Strong attention to detail and ability to maintain accuracy 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 Customer Care Representative II, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment that encourages learning and development
- Access to a wide range of resources and tools to help you succeed in your role
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and diverse work environment. We believe that our differences are what make us stronger, and we celebrate the unique perspectives and experiences that each employee brings to the table. As a Customer Care Representative II, you will be part of a dynamic and supportive team that is committed to providing exceptional customer service and making a positive impact on the lives of our customers.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- An anticipated hourly range of $15.75/hr - $18.50/hr
- A wide range of benefits, including medical, dental, and vision coverage, paid time off, health savings account, 401k savings plan, and more
- Access to wages before pay day with our myFlexPay program
- Flexible spending accounts and short- and long-term disability coverage
- Paid parental leave and healthy lifestyle programs
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for the Customer Care Representative II position at blithequark. As a member of our team, you will have the opportunity to make a positive impact on the lives of our customers, while also growing and developing your skills and career. Don't miss out on this exciting opportunity to join our team and be part of a company that is shaping the future of healthcare.
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