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Client Support Specialist

2 months ago

Hampton, Virginia, United States IBEX Full time

Position Overview:

About Us:

At ibex, we prioritize creating an environment that fosters excellence in our team members. Our rigorous selection process, comprehensive benefits, and extensive training programs are designed to ensure that we employ only the most qualified agents. We understand that a skilled agent significantly enhances the customer experience and positively impacts brand perception.

About the Role:

As a Customer Service Representative, you will engage directly with customers to address inquiries, resolve issues, and assist with requests regarding our diverse range of products and services. The ideal candidate will embody a professional image and deliver exceptional customer service across various communication channels.

Key Responsibilities:

  • Manage inquiries related to coordination of benefits by evaluating patient activities, including enrollment and claims.
  • Possess a thorough understanding of insurance policies and effectively communicate accurate information.
  • Document all customer interactions meticulously and comprehensively.
  • Educate customers and dental professionals on eligibility, benefits, claims processing, and authorizations.
  • Promote the use of self-service tools and their advantages.
  • Assist members in accessing care by identifying network dentists or assigning primary care providers.
  • Redirect inquiries to appropriate departments when necessary.
  • Respond to customer inquiries with professionalism and courtesy.
  • Research and provide precise information to resolve member and provider inquiries through various communication methods.
  • Handle complex inquiries from both internal and external customers.
  • Investigate claim payment inquiries by analyzing patient activities and determining the necessary actions.
  • Take ownership of issues and set expectations for follow-up.
  • Ensure proper handling of resubmissions, stop payments, and voids.
  • Meet or exceed individual and departmental performance goals.
  • Comply with all client administrative and contractual policies and procedures.
  • Propose improvements to service delivery processes to enhance organizational success.
  • Perform other related duties as assigned.

Qualifications:

  • High School Diploma or equivalent.
  • Minimum of 2 years of experience in a high-volume customer service setting.
  • Experience in the healthcare industry is preferred.
  • Ability to multitask using various applications simultaneously.
  • Capable of setting up computer equipment and troubleshooting with minimal assistance.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Office applications.
  • Strong organizational skills and attention to detail.
  • Able to work independently as well as collaboratively within a team.
  • Quick learner who can adapt to a fast-paced environment.
  • Exhibits cooperative and professional interaction skills.
  • Possesses critical thinking and problem-solving abilities.
  • Ability to perform repetitive tasks without sacrificing accuracy and service quality.
  • Willingness to attend additional training as required.

Preferred Qualifications:

  • Knowledge of medical/dental terminology.
  • Familiarity with Medicare/Medicaid.
  • Experience in claims, billing, and coding.

Benefits at ibex:

  • Comprehensive medical, dental, and vision insurance.
  • 401(k) retirement savings plan.
  • Generous paid time off.
  • Paid cell service.
  • Employee referral program.
  • Access to discounts through Employee PerkSpot.