Contact Center Representative

Delta Dental of Iowa•Urbandale, IA

3h•Hybrid

About The Position

At Delta Dental of Iowa, Contact Center Representatives are at the heart of delivering the exceptional service we are known for in our industry. If you bring a background in customer service, a passion for helping others, and the ability to manage multiple priorities, this role offers a meaningful opportunity to make an impact. In a casual, supportive environment, you will assist members and providers with inquiries via phone and web services, process claims, and support both inbound and occasional outbound calls using a robust eligibility, benefits, and claims system—all while ensuring accurate documentation. You will consistently deliver high-quality service by following established policies and procedures and contribute to company goals through collaboration and teamwork. We value continuous learning, offer opportunities for career growth, and provide the flexibility of a hybrid work environment. This position is based in Johnston, Iowa, with a Monday–Friday, 9:30 a.m.–6:00 p.m. schedule. At Delta Dental of Iowa, we’re more than just a dental and vision insurance company. Improving health and wellness is at the center of everything we do. As a not-for-profit, we aim to build stronger communities by investing in actions that promote and improve health. Delta Dental of Iowa invests 40% of our dollars directly back into the communities we serve. Our team enjoys competitive pay and benefits, an awesome "One Team" approach, and a company culture that fosters "Exceptional Quality Service" and "Leadership at All Levels." Together, we can make a difference – not only in Iowa but across the country.

Requirements

Two years of customer service experience.
Demonstrated excellent verbal and written communication skills.
Ability to interact with external and internal stakeholders and respond to their questions and concerns in a professional, effective, and positive manner.
Effective interpersonal skills.
Ability to analyze information and make independent decisions in accordance with Delta Dental policies and procedures.
Ability to work independently and as part of a team to achieve assigned goals and tasks.
Demonstrated ability to prioritize, organize, and function effectively with multiple tasks/assignments.
Ability to meet with customers and respond to their questions and concerns in a professional manner.
PC skills including the ability to troubleshoot common problems and navigate the internet/web services.
Basic math skills (addition, subtraction, percentages) to ensure accurate billing and claims processing.
Dependability in attendance and punctuality.

Nice To Haves

Associate’s degree.
Experience in an insurance company, a dental office, or related environment.
Knowledge of insurance reimbursement practices such as processing claims, processing policies, 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 (Outlook, Teams, SharePoint, Excel, Word).
Ability to communicate in Spanish a plus but not required.

Responsibilities

Provide courteous customer assistance via phone, written, and in person communication for inquiries on all Commercial lines of business segments, using multiple systems and applications.
Process payments, eligibility updates, and provide website assistance to customers.
Process entry level non-clinical claim related work in an accurate and timely manner.
Establish and maintain working relationships with customers, co-workers and other resources as needed.
Recommend improvements in workflow and processing.
Complete special projects on time with high quality.
Represent Delta Dental of Iowa as well as the other Delta Dental companies in a professional manner both internally and externally.
Assist other areas of Delta Dental to meet corporate goals.
Adhere to processing standards related to quality, documentation, and turnaround time.
Comply with all Delta Dental policies, procedures, and expectations.
Maintain strict confidentiality; adhere to all HIPAA laws.
Perform other duties as assigned.