Contact Center Representative

Delta Dental of Iowa•Urbandale, IA

2d•Hybrid

About The Position

Delta Dental of Iowa is hiring a Contact Center Representative to provide customer service to members and providers across its Commercial lines of business. The role responds to inquiries by phone, in writing, and in person; supports customers with website services; processes payments, eligibility updates, and entry-level non-clinical claims; and documents work accurately using multiple systems and applications. The representative handles inbound and occasional outbound calls and follows established policies and procedures, quality standards, and turnaround expectations while protecting confidential information and complying with HIPAA. The position works collaboratively with customers, co-workers, and other company resources, contributes to corporate goals, recommends workflow improvements, and completes assigned special projects. Delta Dental of Iowa describes its workplace as casual and supportive, with opportunities for continuous learning and career growth. The position is based in Johnston, Iowa, in a hybrid work environment, with a Monday–Friday schedule from 9:30 a.m. to 6:00 p.m.

Requirements

Two years of customer service experience.
Excellent verbal and written communication skills.
Ability to interact with internal and external stakeholders and respond professionally, effectively, and positively to 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 and assignments.
Ability to meet with customers and respond professionally to their questions and concerns.
PC skills, including troubleshooting common problems and navigating the internet and web services.
Basic math skills, including addition, subtraction, and percentages, to support accurate billing and claims processing.
Dependability in 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.
Spanish communication skills; a plus but not required.

Responsibilities

Provide courteous customer assistance by phone, in writing, and in person regarding inquiries across Commercial lines of business, using multiple systems and applications.
Process payments and eligibility updates and provide website assistance to customers.
Process entry-level non-clinical claim-related work accurately and on time.
Establish and maintain working relationships with customers, co-workers, and other resources as needed.
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, both internally and externally.
Assist other areas of Delta Dental in meeting corporate goals.
Follow processing standards for quality, documentation, and turnaround time.
Comply with company policies, procedures, and expectations.
Maintain strict confidentiality and comply with HIPAA laws.
Perform other duties as assigned.