Experienced Customer Service Representative for TRICARE Program - Remote Position Available at blithequark

Introduction to blithequark and the Industry

blithequark is a leading provider of business services that help governments operate health and human services programs. Our company is dedicated to delivering high-quality services that make a positive impact on people's lives. The healthcare services industry is rapidly evolving, and blithequark is at the forefront of this change. We are committed to providing innovative solutions that improve the efficiency and effectiveness of healthcare programs. As a customer service representative for our TRICARE program, you will play a critical role in ensuring that our beneficiaries receive exceptional support and guidance.

Job Overview

blithequark is seeking an experienced customer service representative to join our team supporting the TRICARE program. This program provides virtual customer service to beneficiaries, family members, military personnel, and medical providers. As a customer service representative, you will use a patient-centric approach to assist callers in navigating the TRICARE program, answering benefit questions, updating beneficiary demographics, performing enrollments, and addressing claim questions. Your goal will be to provide empathetic and efficient support to our beneficiaries, ensuring that they receive the best possible service.

Key Responsibilities

• Provide customer service for basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters
• Use computerized systems for tracking, information gathering, and/or troubleshooting
• Provide feedback and input on call trends, processes, procedures, and training
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Ensure incoming communications are answered promptly, appropriately, and courteously
• Demonstrate a "can-do" and professional attitude when servicing beneficiaries and clients, with the objective of exceeding expectations
• Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
• Retrieve, research, and analyze data from multiple databases to answer client concerns
• De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately perform all data entry functions to reflect and document client activity/transactions in a timely manner
• Ability to multi-task and have multiple screens/programs opened at the same time
• Meet performance requirements and maintain knowledge of project policies and procedures
• Actively participate in and support departmental and organizational quality initiatives and goals
• Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
• Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
• Complete any other reasonable duties as requested by the manager
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Essential Qualifications

To be successful in this role, you will need to have a high school diploma or equivalent, with a minimum of 1+ years of contact center experience, preferably in a healthcare-related environment. You should also have excellent written and oral communication skills, strong interpersonal skills, and the ability to build relationships. Additionally, you should be proactive, a self-starter, and able to work well in a team environment.

Preferred Qualifications

A bachelor's degree or equivalent government or private-sector work experience is preferred. You should also have experience with healthcare insurance plans and billing, as well as experience working with military health programs. The ability to speak Spanish is highly desirable. You should also have experience working remotely as part of a team, using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools.

Skills and Competencies

To succeed in this role, you will need to have excellent written and oral communication skills, strong interpersonal skills, and the ability to build relationships. You should be proactive, a self-starter, and able to work well in a team environment. You should also be detail-oriented, with good organizational skills and the ability to effectively prioritize and multitask.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a customer service representative, you will have the opportunity to move up through the ranks, from Tier 1 to Tier 3 (Universal), as you gain experience and develop your skills. You will also have access to training and development programs, including online courses and workshops, to help you improve your skills and knowledge.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced company that values innovation, creativity, and teamwork. Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe in creating a work environment that is supportive, collaborative, and fun. As a remote employee, you will be part of a virtual team that is connected through technology and shared goals.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a hourly base pay rate of $18.75. We also offer a range of perks and benefits, including health insurance, retirement savings, and paid time off. As a remote employee, you will also have the flexibility to work from the comfort of your own home, with the freedom to create your own schedule and work environment.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a customer service representative for our TRICARE program, you will have the chance to make a positive impact on the lives of our beneficiaries, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our team and be part of a dynamic and innovative company that is changing the face of healthcare services. Apply now to become a part of the blithequark team!