Customer Service Team Lead

4 days ago

Austin, Texas, United States DentaQuest Full time
Job Summary:

Serve as a key resource and provide support by answering questions and allocating workflow to team members on service-related issues and problems. In addition, the position is responsible for the coordination of incoming claims and/or authorizations to ensure turnaround times are met.

Key Responsibilities:
  • Assist in managing the flow of inbound inquiries and the department work queues.
  • Manage the workflow queues for claims and authorizations which suspend during processing.
  • Facilitate resolutions to internal and external claims payment issues.
  • Assist in the distribution of work to team members.
  • Provide leadership to the team and coordinate daily operations and workflow according to department deliverables.
  • Assist team members in responding to and resolving all questions, complaints, and requests from customers.
  • Research, analyze, resolve, and respond to any internal and external inquiries.
  • Serve as a liaison between dental offices and DentaQuest by answering remittance, payment, benefit, contract, and claims questions.
  • Resolve problems quickly by regularly interfacing with customers as needed.
  • Provide initial and ongoing training to team members as needed.
  • Assist in providing mentoring, coaching, and feedback to team members.
  • Assist with monitoring of phone coverage to ensure phone standards are being met.
  • Run and analyze department reports as needed.
  • Create and implement department processes as needed.
  • Maintain department service levels by performing team member functions as needed.
Requirements:
  • Associates degree and/or two years of experience in a business environment.
  • Previous leadership experience preferred.
  • Knowledge of general computer software (Excel and MS Word).
  • Excellent interpersonal, written, and verbal communication skills.
  • Proven ability to work well individually and with a team.
  • Ability to prioritize and organize multiple tasks.
  • Ability to remain organized with multiple interruptions.
  • Attention to detail, accuracy, and organization skills are essential.
  • Demonstrates self-motivation by taking initiative to learn more and take on more challenges.
  • Cooperative, professional, and effective interaction skills with co-workers, company staff, and visitors.

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