**Experienced Senior Service Advocate – Customer Service Representative (Remote)**

Are you passionate about delivering exceptional customer service and making a meaningful impact in the lives of others? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our team of dedicated professionals at blithequark, where we're revolutionizing the way we approach healthcare and customer service. At blithequark, we're committed to putting our heart into every moment of our customers' health. Our purpose is clear: to deliver enhanced human-centric healthcare for a rapidly changing world. We believe that how we deliver our services is just as important as what we deliver, and that's why we've developed our Heart At Work Behaviors – to empower our team members to transform our culture and accelerate innovation. As a Senior Service Advocate, you'll play a critical role in our DSNP team, outreaching members via phone to introduce our services and complete the Health Risk Assessment (HRA). This is more than just a job – it's an opportunity to make a real difference in the lives of our members and help them achieve their health goals. **Key Responsibilities:** * Use motivational interviewing and consultative techniques to gather comprehensive information about a member's medical, functional, cognitive, psychosocial, and mental health needs * Champion for the member by connecting them with urgent needs to the appropriate Aetna team, including DSNP's interdisciplinary care team and customer service * Initiate engagement with assigned members to introduce the program and drive active participation in completion of their Health Risk Assessment * Build a trusting relationship with the member by engaging them in meaningful and relevant conversation, prior to and during assessment * Effectively support members during enrollment calls, managing difficult or emotional situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate * Conduct triage, connecting members with appropriate care team personnel, including care managers and customer service when needed * Accurately and consistently document each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met * Protect the confidentiality of member information and adhere to company policies regarding privacy/ HIPAA * Demonstrate an outgoing, enthusiastic, and caring presence over the telephone **Essential Qualifications:** * At least 3 years of experience in healthcare, customer service, telemarketing, and/or sales * Familiarity with basic medical terminology, healthcare, and the concepts of care management * Medicare/Medicaid/DSNP experience preferred * Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required * Strong organizational skills, including effective verbal and written communications skills required * Data entry and documentation within member records is strongly preferred * Flexibility with work schedule to meet business needs * Bilingual desired **Preferred Qualifications:** * Associates/Bachelor's degree preferred * Experience with electronic health records and care management software **What We Offer:** * Competitive pay range: $18.50 – $38.82 per hour * Comprehensive benefits package, including medical, dental, and vision benefits * 401(k) retirement savings plan and Employee Stock Purchase Plan * Fully-paid term life insurance plan and short-term and long-term disability benefits * Well-being programs, education assistance, and free development courses * CVS store discount and discount programs with participating partners * Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year **Why Join Us:** At blithequark, we're passionate about creating a workplace culture that's inclusive, supportive, and empowering. We believe that our team members are the heart of our organization, and we're committed to providing them with the tools, resources, and opportunities they need to succeed. If you're looking for a challenging and rewarding career that makes a real difference in the lives of others, we invite you to join our team. **How to Apply:** If you're ready to take the next step in your career and join our team of dedicated professionals, please visit our website to apply. We look forward to hearing from you! [Apply Job!]( **Equal Employment Opportunity:** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive workplace culture that values and respects the contributions of all team members. **Application Window:** We anticipate the application window for this opening will close on: 01/31/2025. Don't miss your chance to join our team – apply today! Apply for this job