**Remote Sr. Customer Service Advocate – Healthcare Industry Expert**

Are you a customer service professional with a passion for delivering exceptional experiences in the healthcare industry? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join blithequark's team of dedicated customer service advocates as a Remote Sr. Customer Service Advocate. At blithequark, we're committed to revolutionizing the way healthcare is delivered, and we're looking for talented individuals like you to help us achieve our mission. As a Remote Sr. Customer Service Advocate, you'll play a critical role in supporting our outbound call campaigns, interacting with patients, health plans, and providers to drive campaign success and improve patient outcomes. **About blithequark** blithequark is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our patients and members. Our team of passionate professionals is driven by a shared commitment to excellence, and we're always looking for talented individuals who share our vision. **Job Summary** As a Remote Sr. Customer Service Advocate, you'll be responsible for: * Conducting outbound calls to support various call campaigns, including attribution, disruption, appointment scheduling, medication adherence, and more * Handling member inbound calls to address inquiries for Medicare FFE members * Completing detailed call documentation for quarterly CMS reporting * Conducting outbound "secret shopper" calls to confirm appointment availability at practice locations * Conducting outbound calls to dialysis centers to confirm required information has been submitted to CMS * Notifying members of medication approval within CMS timeframe requirements * Troubleshooting system/data issues to ensure the correct population is included in call campaigns * Escalating patient/member concerns to management as needed * Maintaining a calm demeanor when interacting with patients/members * Adapting quickly to respond to member questions and concerns * Understanding target success rates for each call campaign and driving performance to meet expectations **Essential Job Functions** * Responsible for outbound member calls to support various call campaigns * Conducts 3-way calls with patients and health plans for attribution call campaigns * Handles member inbound calls to address inquiries for Medicare FFE members * Completes detailed call documentation for quarterly CMS reporting * Conducts outbound "secret shopper" calls to confirm appointment availability at practice locations * Conducts outbound calls to dialysis centers to confirm required information has been submitted to CMS * Notifies members of medication approval within CMS timeframe requirements * Ability to clearly understand call campaign objectives * Ability to access multiple systems and navigate while interacting with patients * Ability to shift between call campaigns without quality impact * Ability to think critically when determining final call disposition * Completes accurate and detailed call documentation * Troubleshoots system/data issues to ensure the correct population is included in call campaigns * Escalates patient/member concerns to management as needed * Maintains a calm demeanor when interacting with patients/members * Ability to adapt and think quickly to respond to member questions and concerns * Understands target success rates for each call campaign and drives performance to meet expectations **Other Job Functions** * Understands, adheres to, and implements blithequark's policies and procedures * Provides excellent customer service skills, including consistently displaying awareness and sensitivity to the needs of internal and/or external clients * Takes personal responsibility for personal growth, including acquiring new skills, knowledge, and information * Engages in excellent communication, including listening attentively and speaking professionally * Sets and completes challenging goals * Demonstrates attention to detail and accuracy in work product **Required Qualifications** * Minimum of 12 months experience in customer/member services or related function in a healthcare organization * Experience with conducting member outbound calls * Experience in a managed care environment preferred * Demonstrated experience and expertise in customer service skills, including excellent verbal and written communication skills, handling difficult communications with skill to achieve positive outcomes * Bilingual (English/Spanish) preferred * Minimum educational level: high school diploma; some college-level coursework preferred **Work Environment and Culture** As a Remote Sr. Customer Service Advocate, you'll work in a dynamic, fast-paced environment where no two calls are ever the same. You'll be part of a team of dedicated professionals who are passionate about delivering exceptional customer experiences. Our culture is built on a foundation of respect, empathy, and open communication, and we're committed to creating a work environment that's inclusive, supportive, and empowering. **Compensation and Benefits** * Salary range: $18.40 - $22.10 per hour * Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional growth and development **How to Apply** If you're a customer service professional with a passion for delivering exceptional experiences in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering for all employees.