Experienced Bilingual English and Spanish Senior Customer Service Representative – Remote in Mainland USA

Are you a highly motivated and compassionate individual with a passion for delivering exceptional customer experiences? Do you possess fluency in both English and Spanish, and a strong desire to make a meaningful impact in the lives of others? If so, we invite you to join blithequark's dynamic team as a Senior Customer Service Representative, where you'll have the opportunity to leverage your skills, energy, and creativity to drive positive outcomes for our customers. At blithequark, we're committed to helping people live healthier lives and making the health system work better for everyone. Our team of dedicated professionals is passionate about delivering exceptional customer experiences, and we're seeking a talented and bilingual Senior Customer Service Representative to join our ranks. As a key member of our team, you'll play a critical role in providing compassionate and personalized support to our customers, helping them navigate complex healthcare issues and achieve their health goals.

About blithequark

blithequark is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is guided by a culture of diversity and inclusion, and we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to making a positive impact in the communities we serve.

Job Summary

As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to our customers, providing support and guidance to help them navigate complex healthcare issues. You'll work closely with our team to identify and exceed customer expectations, building strong relationships with our customers and internal stakeholders. This is a full-time, remote position, and you'll have the flexibility to work from the comfort of your own home, as long as you reside within Mainland USA.

Primary Responsibilities

* Answer a high volume of calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, re-billing insurance companies, and general customer concerns

• Process adjustments, refunds, transfer bills, mail returns, and perform manual sales
• Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
• Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
• Ability to perform all aspects of billing customer service as needed
• May be a certified Medical Coder and/or involved in medical coding
• Thorough navigation of both Quest Billing System and the web
• Maintain all Compliance and HIPAA regulations at all times

Required Qualifications

* High School Diploma/GED

• Must be 18 years of age or older
• 2+ years of customer service experience or 2+ years of experience in a medical office, call-center in healthcare, or office setting in healthcare while analyzing and solving customer problems
• Bilingual fluency in English and Spanish
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to train for the first 6 weeks between 9:00 am - 5:30 pm EST from Monday - Friday
• Ability to work between the hours of 11:30 am - 8:00 pm EST from Monday – Friday

Preferred Qualifications

* Healthcare experience

• Medical terminology experience
• Knowledge of billing/finance and eligibility processes, practices, and concepts
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

Telecommuting Requirements

* Reside within Mainland USA

• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner

• Conflict management skills, including the ability to resolve stressful situations
• All employees working remotely will be required to adhere to blithequark's Telecommuter Policy

Compensation and Benefits

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. blithequark complies with all minimum wage laws as applicable. In addition to your salary, blithequark offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with blithequark, you'll find a far-reaching choice of benefits and incentives.

Diversity, Equity, and Inclusion

At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to making a positive impact in the communities we serve. We're an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

How to Apply

If you're a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [careers.blithequark.com](http://careers.blithequark.com). We look forward to hearing from you and exploring how you can contribute to our mission to help people live healthier lives and make the health system work better for everyone. Apply for this job