Member Service Representative for Dental Call

3 weeks ago

Farmington, United States Connecticut Dental Health Partnership Full time

Connecticut Dental Health Partnership is looking for a highly motivated individual with a keen customer service acumen to help advance our mission of “Enabling all HUSKY Health members to achieve and maintain good oral health”.

The Connecticut Dental Health Partnership (CTDHP) is a Connecticut program that coordinates the dental benefits for members of HUSKY Health, over 960,000 people across Connecticut. The CTDHP is managed by BeneCare Dental Plans (BeneCare). BeneCare is a progressive provider of dental benefit management services and we are looking for an experienced individual to work as a Member Service Representative (MSR) in our Call Center.

As a MSR you will be responsible for the day-to-day customer service of clients receiving services through the CTDHP. The primary responsibility for this role is inbound/outbound call-center customer service. You will work in office at our call center at the CTDHP Farmington office. You will report directly to the CTDHP Call Center Manager.

As an MSR your responsibilities are, but not limited to:

- Day-to-day inbound/outbound telephone support of CTDHP clients
- Track, document and manage each client issue through to completion
- Provide superior customer service focused on probing and problem solving
- Provide support for outbound call campaigns
- Coordinate services on behalf of clients including provider referral location, appointment assistance, transportation assistance and identification of any other barriers to accessing care
- Promotes and champions preventive dental services and regular cleanings to our clients and their children
- Maintain working knowledge of dental plan designs, exclusions, limitations and exceptions for each of the Medicaid programs in Connecticut and be able to communicate details in layperson language
- Provide reporting to the Call Center Manager and other CTDHP managers as required
- Other duties as assigned
- Position reports to the Call Center Manager

**Requirements**:

- Experience working in social work preferred
- Strong communication, both written and verbal
- Great at active listening
- Excellent interactive and relationship building skills
- Must be patient and empathetic
- Pleasant phone presentation and effective communication skills
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Strong customer service and problem-solving skills
- Basic computer literacy required
- Phone skills, including multi-line phone systems
- High-volume call center work experience is preferred
- Case Management experience preferred
- Ability to follow templated scripts for common questions
- Ability to escalate priority issues to appropriately
- Ability to focus on member satisfaction and other organizational standards
- Ability to adhere to scheduling requirements
- Fluency in Spanish is preferred
- Must function as part of a work group and have “one team” mentality

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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