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Customer Service Representative II - DeltaCare

Company: Delta Dental of California
Location: Alpharetta
Posted on: January 16, 2020

Job Description:

AT DELTA DENTAL WE:
PROMOTE ACCOUNTABILITY, INTEGRITY AND COLLABORATION: Our employees are collaborative, self-aware, and ethical. It is our expectation to do the right thing and follow through on commitments.
FOSTER PROFESSIONAL DEVELOPMENT: Our employees take ownership of developing themselves and others through coaching, mentoring and providing/being open to constructive feedback and identifying learning opportunities.
VALUE CUSTOMERS AND CULTIVATE POSITIVE EXPERIENCES: Our employees take time to build rapport with customers, while anticipating and exceeding their needs to ensure positive outcomes.

If you think this sounds like you, let s chat. We would love to tell you more!

Follow us @lifeatDDins on Instagram, lifeatDDins on Facebook, @lifeatDDins on Twitter

ABOUT DELTA DENTAL
Delta Dental covers more Americans than any other dental benefits provider. As an employee you ll take part in our mission to become the trusted health partner by collaborating with our communities and employees to reimagine and deliver new possibilities in an ever-changing environment. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology. Our employees take pride working for a purpose-driven organization and live our values of Trust, Service, Excellence and Innovation.

We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.

Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other s strengths and sharing in successes.

We are customer obsessed at Delta Dental and highly value strong customer support representatives. In this Customer Service Representative II position, you will have the opportunity to make a difference at the front lines of our operation as you handle inquiries efficiently and accurately in a timely manner.

You are the company s primary point of communication to customers. Responsibilities will include: Researching and responding to customer telephone, electronic or written inquiries and providing excellent service to customers with information regarding basic eligibility, benefits and claims status with emphasis on customer retention.

How you will make an impact:

* Respond to complex telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers and brokers.

* Communicate eligibility, benefits, claims policies and procedures.

* Document each customer encounter and resolution in appropriate computer tracking system.

* Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires. Forward claims as necessary based upon findings.

* Identify, report and document system discrepancies. Accurately complete online/hard copy forms and routes to the appropriate department.

* Meet and maintain production standards, counts, and inquiry response turnaround times.

* Utilize contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards.

* Provide support to other departments as directed.

* Perform miscellaneous duties as assigned and participate in training programs.

What we look for:

* Dental assisting certificate, 2 years dental office or dental lab experience, 1 year contact center experience in a dental insurance environment, or 9 months experience as a level 1 representative in the Delta Dental Enterprise Contact Center

* Knowledge of dental terminology and procedures

* Ability to pass CSR II test

* High school graduate with diploma or equivalent

* Ability to handle constant customer contact/forced workflow distribution

* Interpersonal and communications skills to work effectively with all levels of staff

* Strong organizational/time management skills and multi-tasking abilities

* Ability to maintain confidentiality

* Respond quickly and accurately, continuously meeting or exceed department standards

* Ability to adapt to a changing environment

* Ability to perform basic mathematical calculations

* Ability to absorb and retain detailed information

* Ability to apply reason to evaluate and respond to the needs of each contact

* Knowledge of policies, procedures and guidelines

* Must be able to work regular overtime as required

* Ability to maintain regular/consistent attendance, punctuality and adhere to scheduled shifts

* PC skills to include basic knowledge of Windows and keyboarding skills to effectively handle inquiries

* Bilingual Spanish or Mandarin +++

Keywords: Delta Dental of California, Alpharetta , Customer Service Representative II - DeltaCare, Hospitality & Tourism , Alpharetta, Georgia

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