Customer Advocate

Talentify; Alpharetta (GA); On-site; USD 34,000 - 69,000; Full time

Job summary

Delta Dental in Alpharetta, GA seeks a customer service specialist to handle complex inquiries about eligibility, benefits, and claims status. You will provide accurate information, deescalate issues, and document interactions in our tracking system.

The role requires strong communication, multitasking, and time management skills, with the ability to maintain confidentiality and learn dental terminology as needed. Some overtime may be required.

Qualifications

• 1+ years of experience with High School education
• Experience in dental claims adjudication or clear alternative qualifications
• Exceptional customer service skills
• Ability to handle forced workflow distribution
• Maintain confidentiality of information
• Basic math calculations
• Strong problem solving and critical thinking

Responsibilities

• Analyze and respond to complex inquiries regarding eligibility, benefits, and claims status
• Provide superior customer service and ensure timely resolutions
• Document encounters in the tracking system
• Complete service forms and route to the correct department
• Identify and report recurring issues to Supervisor
• Participate in training programs as designated

Skills

Experience in customer service

Strong communication

Interpersonal skills

Time management

Confidentiality

Mathematical basics

Problem solving

Deescalation

PC skills

Adaptability

Education

High School Diploma

Tools

Windows-based applications

Internet

Job description

Qualifications

• 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

Responsibilities

• 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.