Join blithequark's After Hours Team as a Remote Customer Service Specialist
Are you a dedicated customer service professional looking for a part-time opportunity to utilize your skills and experience? Do you have a background in healthcare or customer service? blithequark is seeking a highly motivated and experienced Remote Customer Service Specialist to join our After Hours Team.
About blithequark and the Industry
blithequark is a multi-specialty physician-led organization that is part of a larger healthcare network. With over 600 doctors and advanced practice providers affiliated with top-ranked hospitals in the Midwest region, blithequark provides access to extraordinary care in over 145 locations across the greater St. Louis, mid-Missouri, and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve.
The healthcare industry is constantly evolving, and blithequark is at the forefront of this change. As a Remote Customer Service Specialist, you will play a critical role in ensuring that patients receive the care and support they need, while also providing a positive experience for our patients and customers.
Role Purpose and Key Responsibilities
The Customer Service Representative (Access Center) is responsible for answering a high volume of inbound calls for assigned blithequark practices. This position serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs.
- Navigates the electronic health record to obtain and validate historical information; captures and documents demographic and financial information in the electronic health record; maintains accountability for accurate data entry in the electronic health record and maintains patient privacy and security as outlined by HIPAA.
- Manages a high volume of incoming calls from patients, healthcare providers, and facilities who are calling for a variety of reasons, including scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensures resolution to the call.
- Leverages critical thinking with speed and accuracy to identify the reason for the call and take appropriate action based on caller need and acuity; researches complex issues in the electronic health record and consults/escalates to clinical staff when necessary; leverages multiple job aids and resources to provide an appropriate level of service.
- Schedules patient visits based on complex provider preferences; verifies and updates insurance and checks insurance eligibility; collects and documents demographics; maintains proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; documents and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours.
- Manages calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; communicates in a professional, positive, and respectful manner with patients, providers, blithequark staff, and external organizations.
Essential and Preferred Qualifications
To be successful in this role, you will need:
- A High School Diploma or GED
- 2-5 years of experience in customer service or a related field
- Excellent communication and interpersonal skills
- The ability to work in a fast-paced environment and manage multiple priorities
- Proficiency in typing with a minimum speed of 35 wpm and 90% accuracy (typing test required)
- Experience working with electronic health records is preferred
- Knowledge of healthcare operations and medical terminology is preferred
Skills and Competencies Required for Success
To excel in this role, you will need to possess:
- Strong critical thinking and problem-solving skills
- Excellent customer service skills with the ability to handle a high volume of calls
- The ability to work independently in a remote environment
- Strong communication and interpersonal skills
- The ability to maintain patient privacy and security as outlined by HIPAA
- Proficiency in using technology, including electronic health records and other software applications
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for career growth and development. As a Remote Customer Service Specialist, you will have the opportunity to:
- Develop your skills and expertise in customer service and healthcare operations
- Work with a talented team of professionals who are dedicated to delivering exceptional patient care
- Participate in ongoing training and development programs to enhance your knowledge and skills
- Take advantage of tuition assistance and other educational resources to support your career goals
Work Environment and Company Culture Highlights
As a remote employee, you will work from home and have the flexibility to create a work environment that suits your needs. blithequark is committed to providing a supportive and inclusive work culture that values diversity and promotes collaboration and teamwork.
Our company culture is built on a foundation of:
- A commitment to delivering exceptional patient care
- A passion for innovation and continuous improvement
- A culture of respect, empathy, and compassion
- A focus on teamwork and collaboration
Compensation, Perks, and Benefits
blithequark offers a comprehensive benefits package that includes:
- Comprehensive medical, dental, vision, life insurance, and legal services available on the first day of the month after hire date
- Disability insurance paid for by blithequark
- Pension Plan/403(b) Plan funded by blithequark
- 401(k) plan with blithequark match
- Tuition Assistance available on the first day
- BJC Institute for Learning and Development
- Health Care and Dependent Care Flexible Spending Accounts
- Paid Time Off benefit combines vacation, sick days, holidays, and personal time
- Adoption assistance
We are committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social, and financial well-being.
Conclusion
If you are a motivated and experienced customer service professional looking for a part-time opportunity to make a difference in the lives of our patients, we encourage you to apply for this exciting opportunity with blithequark. As a Remote Customer Service Specialist, you will play a critical role in delivering exceptional patient care and supporting our healthcare team.
To be considered for this role, you must live within 1 hour of St. Louis, Missouri, and be available to work the following shift:
- Sunday 12:00a-9:30a
- Thursday & Friday 4:00p-12:00p (Holiday Bucket 4:00p-12:00a)
24 hours per week. Part-time benefits eligible. Will be part of the holiday rotation.
Don't miss this opportunity to join our team and make a meaningful contribution to the healthcare industry. Apply today!
Apply Now