Experienced Customer Care Specialist – Remote Customer Support for Medical Billing and Payment Processing

Are you a customer service enthusiast with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join the Client Support Division at blithequark, a leading provider of Digital Transaction Processing solutions for medical providers and payers.

About blithequark

blithequark is revolutionizing the way medical providers and payers manage their billing and payment processing needs. With our innovative products, providers can streamline their billing operations, improve payment cycles, and reduce frictional costs. Our solutions have already connected over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide, making us the leading connectivity solution in the market.

Our Client Support Division: World-Class Service

At blithequark, we pride ourselves on delivering world-class customer support. Our Client Support Division is dedicated to providing exceptional service to new and existing payers and providers, ensuring seamless account set up, maintenance, and acceptance and delivery of medical bills, payments, and other insurance-related processes. As a Customer Care Specialist, you will be part of a dynamic team that is passionate about delivering outstanding support experiences.

Position Responsibilities

As a Customer Care Specialist, you will be responsible for:

• Responding to customer inquiries via phone or email, providing timely and effective solutions to their issues
• Escalating and monitoring issues that require coordination and follow-up with internal departments and external business partners/clients
• Creating and monitoring Code Red (escalated/critical) issues to determine the necessary communication with internal or external stakeholders
• Reproducing issues on behalf of customers and assisting in verifying fixes, account set-up, and other related tasks
• Accurately documenting all communications, research documentation, and relevant information in our Client Support ticketing system (Zendesk)
• Evaluating and resolving problems in a timely, efficient manner
• Providing customers with status updates for outstanding inquiries and issues
• Directing and escalating requests internally for unresolved issues
• Obtaining relevant information with a strong level of detail to effectively handle inquiries
• Developing and maintaining rapport with customers
• Identifying trends for process improvement
• Performing other duties as requested by management

Skills and Experience Required

To succeed in this role, you will need:

• A strong advocate of customer service principles and practices
• 3+ years of experience in a call center or customer care environment
• Experience with medical billing
• Proficiency with Microsoft Office Suite Products
• Proven technical experience
• Demonstrated troubleshooting and analytical skills
• Exceptional multitasking skills
• Verbal and written communication skills that are professional and polished

Desired Competencies

We are looking for candidates who possess:

• A strong sense of urgency in addressing and responding to issues
• Excellent interpersonal and communication skills
• Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa
• Thorough attention to detail and accuracy
• Ability to effectively multi-task and prioritize issues and requests
• Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure
• Understanding of the workers' compensation and/or group health insurance industry
• Experience with X-12 File formats (a plus)
• Experience working in an online customer service ticketing system for email and phone inquiries (a plus)
• Bi-lingual (Spanish) skills (a plus)

What We Offer

As a Customer Care Specialist at blithequark, you can expect:

• A dynamic and supportive work environment
• Opportunities for career growth and professional development
• A comprehensive benefits package, including medical, dental, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• A remote work arrangement with flexible scheduling
• Access to cutting-edge technology and tools
• A collaborative and inclusive team culture

How to Apply

If you are a customer service enthusiast with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!

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