Join the Blithequark Team: Making a Difference in Healthcare
Blithequark is revolutionizing the healthcare experience by creating healthier communities and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We're committed to fostering a culture of diversity, equity, and inclusion, and we're looking for talented individuals like you to join our team.
As a Healthcare Customer Advisor – Special Needs Support at Blithequark, you'll have the opportunity to make a positive impact on the lives of millions of people. You'll work with our highly skilled team of Care Advisors, dedicated to serving and managing special needs for our members and/or their family members. Your role will involve delivering an extraordinary experience to family members who need an ally, providing guidance and community resources during key transition times throughout the family's journey.
About the Role
We're seeking a compassionate and highly skilled Healthcare Customer Advisor – Special Needs Support to join our Family Engagement Center team. As a full-time employee, you'll work 40 hours a week, Monday through Friday, from 9:45am – 6:15pm CST, with occasional overtime as needed. You'll have the flexibility to telecommute from anywhere within the U.S., allowing you to work from a comfortable and quiet space.
Key Responsibilities:
- Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
- Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
- Create and build ongoing relationships with others, including both members and teammates.
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments and framing realistic expectations for members.
- Plan, prioritize, organize, and complete work to meet established objectives for our families.
- Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
- Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
- Process includes outreach calls to initiate contact with members referred by executives and partners.
- Responsible for maintaining accurate family counts on our documentation platform.
- Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
- Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
- Determine appropriate referrals to other programs/services as needed with or without technology guidance.
- Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.
Requirements and Qualifications
Essential Qualifications:
- High School Diploma / GED OR equivalent work experience
- 1+ years of experience helping, resolving, or advocating on behalf of members or customers
- Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
- Ability to work 40 hours per week, Monday through Friday, from 9:45am – 6:15pm CST, within our Family Engagement Center
- Must be 18 years of age or older
Preferred Qualifications:
- 1+ years of A4Me OR 3+ months of Quick Assist experience
- Claims processing experience
- Experience providing care for children with special needs
- Experience within a member-focused healthcare environment
- Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)
Skills and Competencies
To succeed as a Special Needs Service Advocate at Blithequark, you'll need:
- Passion for helping individuals and families of children with special needs
- Strong empathy, compassion, and listening skills
- Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support
- Critical thinking and problem-solving skills, able to prioritize time efficiently
- Self-starter abilities and thrive in ambiguity without established processes
- Motivation to improve process
- Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals
- Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon
- Ability to work well within a team
- Strong focus on putting member's needs at the center of decisions
- A drive to add value by delivering more than the customers expect
- Agility and flexibility to excel in a very fast-paced work environment with constant learning and change
- Ability to step in with new members, quickly review history, and confidently speak to member needs
- Energy for what needs to be done and for overcoming challenges
- A coachable mindset focused on professional development and able to implement constructive feedback and coaching
- Highly skilled at de-escalation techniques; able to move conversations toward building trust
- High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues
What We Offer
At Blithequark, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a valued member of our team, you'll enjoy:
- Comprehensive 18-week paid training program to equip you with the skills and knowledge needed to succeed in your role
- Opportunities for career growth and professional development
- Competitive compensation and benefits package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution
- Flexible work arrangements, including telecommuting options
- A diverse and inclusive work environment that values and respects individual differences
How to Apply
If you're passionate about making a difference in the lives of individuals and families with special needs, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and a cover letter, to join our team and start making a positive impact today!
Blithequark is 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.
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