Introduction to blithequark
At blithequark, we pride ourselves on offering a diverse and inclusive work environment where our employees can make a real difference in the lives of our clients. As a leader in the travel assistance and medical support industry, we are committed to providing white glove service while being mindful of our corporate responsibility and environmental footprint. Our team is dedicated to delivering exceptional customer experiences, and we are looking for a skilled and compassionate Customer Service Representative to join our team.
About the Role
The role of Assistance Coordinator/Customer Service Representative is a critical part of our team, responsible for coordinating assistance for people in need. This includes travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, among others. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail, and multitasking capabilities. You will be working in a fast-paced environment, making decisions quickly, and locating resources under time constraints.
Key Responsibilities
- Handle calls, emails, and faxes, both inbound and outbound, to patients, clients, and providers.
- Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.
- Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
- Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
- Follow all established blithequark Client Specific Procedures and Standard Operating Procedures.
- Responsible for daily work and timely follow-up on active cases assigned.
- Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers, and supporting departments to coordinate work efforts.
- Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.
- Handle Protected Health Information in accordance with HIPAA/Information Security requirements.
- Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime.
- Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows, and claims processing cycles.
- Participate in individual, group, and client training, complete mandatory company training within deadlines.
- Manage personal email inbox to stay informed of company and departmental updates.
- Any additional tasks assigned by management.
Requirements and Qualifications
To be considered for this role, you should have:
- Customer Service experience in (medical) assistance preferred.
- Experience in handling high volume of interactions including call and email volumes.
- Basic medical terminology: knowledge of US/International healthcare systems preferred.
- Advanced computer literacy and internet research skills.
- Ability to work in a fast-paced environment, great prioritization, and time management skills.
- Excellent verbal and written communication skills; fluent English required. Spanish preferred.
- Professional and positive interaction with clients, patients, providers, and colleagues.
- Must represent the organization in a professional and knowledgeable manner.
Education and Certifications
We require:
- Insurance benefits administration (Travel/Health insurance).
- Minimum one year experience working within the healthcare or insurance industry.
- Geographical awareness.
- MS Office (Word, Excel, PowerPoint, and Outlook).
- High School Diploma or Equivalent (GED) required.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. 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.
- Recognition and reward programs to acknowledge your achievements and contributions.
Work Environment and Company Culture
Our work environment is dynamic, inclusive, and supportive. We offer:
- A diverse and inclusive workplace that values and respects all employees.
- Flexible work schedules and a hybrid work model that allows for work-life balance.
- A comprehensive benefits package that includes health, dental, and vision insurance, 401(k) matching, and paid time off.
- A fun and engaging work environment with regular employee events and activities.
Compensation and Benefits
We offer a competitive compensation package that includes:
- A salary range that reflects your experience and qualifications.
- A comprehensive benefits package that includes health, dental, and vision insurance, 401(k) matching, and paid time off.
- Opportunities for bonuses and incentives based on performance.
- A generous employer contribution to your health, dental, and vision insurance.
- Company-paid short-term and long-term disability insurance.
- Paid maternity and paternity leave.
- Tuition reimbursement and employee assistance programs.
- Wellness programs and fun employee events.
- Discounts on travel insurance and other perks.
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to building a diverse, inclusive, and enriching workplace, and we look forward to welcoming you to our team. Don't meet every single requirement? We encourage you to apply anyway, as we are dedicated to finding the right candidate for this role.
Apply today to begin your next chapter at blithequark. We are an equal opportunity employer committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy.
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