Contact Center Representative
About The Position
Contact Center Representatives deliver customer service to members and providers by handling inquiries through phone, written, in-person, and web-based channels. The role includes supporting inbound and occasional outbound calls, using multiple systems and applications, processing payments and eligibility updates, assisting customers with website services, and completing entry-level non-clinical claims work. Representatives document interactions accurately and follow established quality, confidentiality, processing, and turnaround standards. The position is based in Johnston, Iowa, in a hybrid work environment. The schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m. Representatives work with customers, coworkers, and other resources, recommend workflow improvements, complete special projects, and help other areas meet corporate goals. They must comply with company policies and procedures and HIPAA requirements.
Requirements
- At least two years of customer service experience.
- Excellent verbal and written communication skills.
- Ability to interact professionally, effectively, and positively with internal and external stakeholders and respond to their questions and concerns.
- Effective interpersonal skills.
- Ability to analyze information and make independent decisions in accordance with company policies and procedures.
- Ability to work independently and as part of a team to achieve assigned goals and tasks.
- Ability to prioritize, organize, and function effectively while managing multiple tasks or assignments.
- Ability to meet with customers and respond to their questions and concerns professionally.
- PC skills, including troubleshooting common problems and navigating the internet and web services.
- Basic math skills, including addition, subtraction, and percentages, for accurate billing and claims processing.
- Dependable attendance and punctuality.
Nice To Haves
- Associate’s degree.
- Experience in an insurance company, dental office, or related environment.
- Knowledge of insurance reimbursement practices, including claims and policy processing, deductibles, maximums, coordination of benefits (COB), and dental terminology.
- Experience with Medicaid, Medicare, and/or Marketplace dental insurance.
- Previous experience in an ACD call center environment.
- Experience with Microsoft Office 365 applications, including Outlook, Teams, SharePoint, Excel, and Word.
- Ability to communicate in Spanish; a plus but not required.
Responsibilities
- Provide courteous assistance by phone, in writing, and in person for inquiries across Commercial lines of business, using multiple systems and applications.
- Process payments and eligibility updates and provide website assistance to customers.
- Accurately and promptly process entry-level, non-clinical claims-related work.
- Establish and maintain working relationships with customers, coworkers, and other resources.
- Recommend improvements to workflow and processing.
- Complete special projects on time and with high quality.
- Represent Delta Dental of Iowa and other Delta Dental companies professionally, internally and externally.
- Assist other areas of Delta Dental in meeting corporate goals.
- Follow processing standards for quality, documentation, and turnaround time.
- Comply with Delta Dental policies, procedures, and expectations.
- Maintain strict confidentiality and comply with HIPAA laws.
- Perform other duties as assigned.
Benefits
- Competitive pay and benefits
- Hybrid work environment
- Opportunities for career growth
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
