Customer Engagement Specialist

Avesis Incorporated; Arizona; Hybrid; USD 23,000 - 45,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Tuition assistance

Paid parental leave

Flexible time off

Volunteer/community outreach potential

Job summary

Avēsis is hiring for a remote Customer Engagement Specialist to support Medicaid dental members across the United States.

You will handle 40–60 inbound calls, document interactions, and collaborate across teams to resolve issues while maintaining HIPAA compliance in a fast-paced call center environment.

This role requires a high school diploma, 2+ years in healthcare customer service, and strong communication skills. Join a mission-driven team dedicated to improving access to dental care.

Qualifications

• High School Diploma or equivalent required.
• 2+ years in healthcare customer service.
• 1+ year in a high-volume call center.
• Ability to work 40 hours/week, M-F, 7:00 a.m.–9:00 p.m. ET.
• Proficient in Word, Excel, Outlook.

Responsibilities

• Answer 40–60 inbound calls and address inquiries.
• Capture member information and update systems accurately.
• Follow changing programs and business rules.
• Investigate issues and collaborate with internal teams for resolution.
• Maintain confidentiality and professionalism in healthcare setting.
• Escalate issues when needed.

Skills

Healthcare customer service

Call center experience

Empathy and active listening

Data entry accuracy

HIPAA compliance

Education

High School Diploma or equivalent

Associate's Degree in Business/Management (preferred)

Tools

Microsoft Word

Excel

Outlook

Multi-screen navigation

Job description

Join us for an exciting career with the leading provider of supplemental benefits! Our Promise Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

THIS JOB POSTING IS PART OF OUR ONGOING HIRING FOR CUSTOMER SERVICE REPRESENTATIVES IN OUR 100% REMOTE MEMBER ENGAGEMENT CALL CENTER. BECAUSE WE FREQUENTLY RECRUIT FOR THIS ROLE, WE KEEP THIS POSTING OPEN YEAR-ROUND TO BUILD A STRONG PIPELINE OF QUALIFIED CANDIDATES. IF YOUR EXPERIENCE ALIGNS, WE'LL REACH OUT AS POSITIONS BECOME AVAILABLE.

As a Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, you’ll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment!

Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system.

Candidates must be able to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time.

Essential Job Functions

• Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
• Capture member information accurately and update systems with complete and concise data.
• Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
• Investigate issues that cannot be resolved at the time of initial call.
• Collaborate with internal teams to research and follow up with the Member until a resolution occurs.
• Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality and professionalism.
• Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a healthcare customer service role.
• 1+ year of experience in a high-volume call center.
• Ability to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.
• Proficient computer skills including Microsoft Word, Excel, Outlook required.
• Capacity to work unencumbered and independently in a home office/virtual environment.
• Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required.
• *No mobile hot spots permitted.
• Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
• Demonstrated sensitivity, empathy, and compassion with Member callers.
• Able to maintain confidentiality and adhere to HIPAA requirements.
• Excellent written communication: ability to document caller interactions in a concise manner.
• Active listening skills while providing exceptional customer service.
• Excellent verbal communication skills with the ability to present information in an empathetic, clear, way.
• Must be adaptable, flexible, and readily able to adjust to changing situations.
• Able to apply logical thinking when evaluating problems.
• Adept to interacting with diverse populations.
• Overtime may be required at times during peak seasons.

Preferred Requirements

• Associate's Degree in Business, Management, or Operations.
• 2+ years of experience in dental insurance or a dental office.
• Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims.

Compensation and Benefits

At Avēsis, we strive to design equitable, and competitive compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current pay ranges for new hires in each zone are: Zone A: $16.68-$27.81 Zone B: $18.14-$30.24 Zone C: $19.55-$32.59 FLSA Status: Hourly/Non-Exempt This role may also be eligible for benefits, bonuses, and commission. Please visit Avesis Pay Zones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. We Offer Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way. Competitive compensation package.

• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work.
• We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

Equal Employment Opportunity

At Avēsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rWe focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You! Avēsis has been providing essential ancillary benefit solutions since 1978. Since its inception Avēsis has developed, administered and refined its offerings to provide clients with best-in‑class product choices and services. Today, our programs cover more than 8.5 million members throughout the country. We strive for excellence in all that we do and our benchmark performance in terms of member satisfaction and client retention underscores this singular focus.