Customer Engagement Specialist

Socket.dev; Arizona; Hybrid; USD 25,000 - 44,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Healthcare benefits

Paid time off

Tuition assistance

Flexible work location

Diversity and inclusion programs

Job summary

Avēsis is seeking a Customer Engagement Specialist for our 100% remote Dental Medicaid Call Center. You will be the vital link between members and dental care, handling inquiries, guiding benefits, and ensuring quality service from a home office.

We value empathy, clear written and verbal communication, and privacy, with 40-hour/week schedules Mon-Fri Eastern Time. Experience in healthcare CS and high-volume call centers is preferred.

Qualifications

• 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.
• 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.
• Proficiency to navigate multiple computer software/systems and multi-screen functionality.
• 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 concisely.
• Active listening skills while providing exceptional customer service.
• Excellent verbal communication: empathetic, clear, adaptable.
• Able to adapt to changing situations and interact with diverse populations.
• Overtime may be required at times during peak seasons.

Responsibilities

• 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 changing programs and business rules.
• Investigate issues that cannot be resolved at the time of the initial call and follow up with the member until resolution.
• Maintain privacy, confidentiality, and professionalism in healthcare context.
• Escalate issues by collaborating with internal departments to provide solutions for members.

Skills

Empathy

Active listening

Verbal communication

Written communication

HIPAA confidentiality

Microsoft Word/Excel/Outlook

Education

High School Diploma or equivalent

Associate's Degree in Business/Management/Operations

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

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.

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-$27.81Zone B: $18.14-$30.24Zone C: $19.55-$32.59FLSA 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.

How To Stay Safe

Avēsis is aware of fraudulent activity by individuals falsely representing themselves as Avēsis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases (i.e., a laptop or gift cards) from a designated vendor, have applicants fill out W-2 forms, or ask that applicants ship or send packages of goods to the company.

Avēsis would never make such requests to applicants at any time throughout our job application process. We also would never ask applicants for personal information, such as passport numbers, bank account numbers, or social security numbers, during our process. Our recruitment process takes place by phone and via trusted business communication platform (i.e., Zoom, Webex, Microsoft Teams, etc.). Any emails from Avēsis recruiters will come from a verified email address ending in @ Avēsiscom.

We urge all applicants to exercise caution. If something feels off about your interactions, we encourage you to suspend or cease communications. If you are unsure of the legitimacy of a communication you have received, please reach out to [e-mail].

To learn more about protecting yourself from fraudulent activity, please refer to this article link (https://consumer.ftc.gov/articles/how-avoid-scam). If you believe you were a victim of fraudulent activity, please contact your local authorities or file a complaint (Link: https://reportfraud.ftc.gov/#/) with the Federal Trade Commission. Avēsis is not responsible for any claims, losses, damages, or expenses resulting from unaffiliated individuals of the company or their fraudulent activity.

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 rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You!