Customer Experience Representative

2 weeks ago

Englewood, United States Delta Dental Full time
Compensation: This is a non-exempt position with a range of $20.60-$27.20 per hour.

Training & Working Hours: Training is in-office five days a week for six weeks. Hybrid work is available approximately 30 days after training if performance metrics are met.

Training work hours are 8:00am-4:30pm Monday-Friday.

Post training hours are 8:30am-5:00pm Monday-Friday.

Qualifications:

Education and Experience:
  • Requires a high school diploma or equivalent.
  • Prior dental office experience and/or dental medical insurance experience is preferred.
Skills and Abilities:
  • Proficient computer skills and data entry skills.
  • Comfortable with current technology with ability to navigate multiple screens, use Teams and/or Zoom, etc.
  • Solid customer service, problem solving, and conflict resolution skills.
  • Research skills and attention to detail.
  • Advanced written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel and members.
Essential Functions:
  • Responsible for responding to a high volume of inbound calls from dental offices (dentists and office staff), members, group administrators, etc.
  • Interfaces and communicates with internal customers such as Group Administration, Individual Administration, Electronic Eligibility, Client Services, etc.
  • Effectively and patiently listens to questions and concerns provided to them and responds in a timely and accurate manner.
  • Adheres to call audit guidelines and principles and achieves operational expectations specific to Availability, Call Quality with emphasis on Average Call Handle Time and other defined individual and departmental metrics.
  • Documents and maintains systematic records of calls, documenting them clearly and concisely to ensure effective interpretation by any internal team member.
  • Escalates calls as appropriate following internal guidelines and processes.
  • Responsible for researching issues in order to respond appropriately and accurately to claims related questions.
  • Accountable for following all Federal, State, Compliance and HIPAA guidelines.
  • May be called upon to assist other departments on a short term (30-60 days) basis.
  • Other duties and projects as requested/assigned.
Working Conditions:
  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.
  • Ability to perform the essential functions of the job with or without a reasonable accommodation.
  • No physical effort beyond that is typically required in a normal office environment.
  • Regular exposure to a computer screen.
  • This position is a hybrid role that requires two to three days in the office based upon the needs of the organization.
Benefits:

Delta Dental of Colorado offers a comprehensive compensation and benefits package. Some of the highlights from our benefits package include:
  • Generous PTO
  • 11 paid holidays
  • 6 paid illness days
  • Three affordable medical health plans
  • Fantastic dental insurance plan
  • Vision and hearing plan
  • 401(k) match with immediate vesting
  • Supplemental retirement savings plan
  • Company-paid life insurance, short-term disability, and long-term disability policies
  • Wellness program
  • Tuition reimbursement
  • ECO Passes for team members (we are near a light rail station)
  • Paid volunteer time off


Compensation: This is a non-exempt position with a range of $20.60-$27.20 per hour.

Training & Working Hours: Training is in-office five days a week for six weeks. Hybrid work is available approximately 30 days after training if performance metrics are met.

Training work hours are 8:00am-4:30pm Monday-Friday.

Post training hours are 8:30am-5:00pm Monday-Friday.

Posting Close Date: 8/14/24

Delta Dental of Colorado is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, or any other applicable status protected by state or local law.

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