Customer Engagement Specialist

Avesis; Phoenix (AZ); Remote; USD 37,000 - 62,000; Full time

Benefits offered by this job

401(k) with company match

Health, dental, vision coverage

Tuition assistance

Flexible time off

Job summary

Avesis is hiring a Customer Engagement Specialist for a 100% remote Dental Medicaid Call Center. You will answer 40-60 inbound calls, aid members with benefits, and document interactions while navigating HIPAA requirements.

The role requires a High School Diploma, 2+ years in healthcare customer service, 1+ year in a high-volume call center, and proficiency with Word, Excel, and Outlook. Strong communication and empathy are essential for quality member support.

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.
• Proficient computer skills including Word, Excel, Outlook.
• Ability to work 40 hours/week in a home/virtual environment.
• HIPAA awareness and ability to handle confidential information.

Responsibilities

• Answer 40-60 inbound calls, addressing inquiries from routine to moderate complexity.
• Capture member information accurately and update systems.
• Adapt to changing programs and business rules; stay organized.
• Escalate and follow up with internal teams to resolve issues.
• Demonstrate empathy and professionalism with members.
• Determine proper issue escalation and coordinate with other departments.

Skills

Customer service

Active listening

Communication

Empathy

Education

High School Diploma or equivalent

Associate's Degree (preferred)

Tools

Microsoft Word

Microsoft Excel

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 Avsis, we stride 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.

Equal Employment Opportunity

At Avsis, 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 Avsis, 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 Avsis, where We See You!