Customer Advocate

Delta Dental of California; Alpharetta (GA); On-site; USD 34,000 - 69,000; Full time

Benefits offered by this job

Competitive base and incentive pay

401(k) with generous matching

Medical & pharmacy benefits

Dental and vision benefits paid by the

Wellbeing programs

Job summary

Delta Dental of California is seeking a Customer Advocate to serve as the primary contact for telephone, written, or electronic inquiries in the Contact Center. You will research and respond with information on eligibility, benefits, and claims status while maintaining a consultative approach to learn about customer needs and deliver excellent service.

The role requires strong customer service skills, ability to manage multiple inquiries, and a commitment to confidentiality.

Qualifications

• High school diploma or equivalent.
• Experience in dental claims adjudication in a dental insurance environment.
• Eligible if you have dental claims adjudication, or Level 1 in Enterprise Center, or dental assistant, or 2 years dental office/lab experience.

Responsibilities

• Analyze and respond to complex inquiries regarding eligibility, benefits, and claims status for offices, groups, and members.
• Access reference materials to determine appropriate responses and aim for one-call resolution when possible.
• Use tracking to follow up on open calls and ensure timely resolution.
• Document each customer encounter in the tracking system.
• Accurately complete contact service forms and route to the appropriate department.
• Identify and report critical or recurring issues to the Supervisor.
• Participate in designated training programs.

Skills

Customer service

Communication skills

Problem solving

De-escalation

Multitasking

Confidentiality

Basic math

Education

High school diploma

Dental assisting certificate

Job description

The Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding eligibility, benefits, and claims status while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service.

• Analyze and respond to complex telephone and written inquiries regarding eligibility, benefits, claims status, policies and procedures to office professionals, groups, covered members and brokers, providing superior customer service at all times.
• Expediently access reference materials to analyze and determine appropriate responses to inquiries, ensuring timely, one-call resolution is achieved whenever possible.
• Utilize contact tracking functionality to follow up on open calls and ensure resolution is achieved within agreed upon standards.
• Document each customer encounter or resolution in appropriate computer tracking system.
• Accurately complete contact service forms and route to appropriate department.
• Identify and report any critical or reoccurring customer service issues to Supervisor.
• Participate in training programs, as designated.

• 1+ years of experience w/High School
• A minimum of one or more of the following: 18 months of contact center or dental claims adjudication experience in a dental insurance environment; or 9 months experience as a level 1 representative in the Enterprise Contact Center; or Dental assisting certificate; or 2 years dental office or dental lab experience; Required to pass position test(s).
• Exceptional customer service skills
• Ability to handle constant customer contact through forced workflow distribution.
• Interpersonal and communications skills to work effectively with a variety of customers and levels of staff.
• Strong organizational/time management skills and multi-tasking abilities.
• Ability to maintain confidentiality of internal and external customer information.
• Ability to perform basic mathematical calculations.
• Ability to understand and retain detailed information.
• Ability to problem solve and use critical thinking skills.
• Ability to deescalate customer calls and handle conflict resolution.
• Ability to prioritize and follow through.
• Knowledge of or ability to learn basic dental terminology and procedures.
• Must be able to work overtime as required.
• PC skills including internet and windows-based applications

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Pay Grade 13. $33,906 - $68,539

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations

This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.

Important Work Authorization Information

Please note, Delta Dental will not sponsor applicants for work visas for this position.