Customer Advocate

Delta Dental•Alpharetta, GA

4d•$33,906 - $68,539•Hybrid

About The Position

The Customer Advocate is a key role in Delta Dental's Contact Center and serves as a primary point of contact for customer inquiries by telephone, in writing, or electronically. The role researches and responds to questions about eligibility, benefits, and claims status while taking a consultative approach to understand customer needs and provide excellent service. The schedule is 12:15 PM to 9:00 PM until the employee is eligible for a shift bid based on performance.

Requirements

At least 1 year of experience with a high school education.
At least one of the following: 18 months of contact center or dental claims adjudication experience in a dental insurance environment; 9 months of experience as a level 1 representative in the Enterprise Contact Center; a dental assisting certificate; or 2 years of dental office or dental lab experience.
Must pass position tests.
Exceptional customer service skills.
Ability to handle constant customer contact through forced workflow distribution.
Interpersonal and communication skills to work effectively with a variety of customers and staff levels.
Strong organizational and time-management skills, including the ability to multitask.
Ability to maintain confidentiality of internal and external customer information.
Ability to perform basic mathematical calculations.
Ability to understand and retain detailed information.
Problem-solving and critical-thinking skills.
Ability to deescalate customer calls and handle conflict resolution.
Ability to prioritize and follow through.
Knowledge of, or ability to learn, basic dental terminology and procedures.
Must be able to work overtime as required.
PC skills, including internet and Windows-based applications.

Responsibilities

Analyze and respond to complex telephone and written inquiries about eligibility, benefits, claims status, policies, and procedures from office professionals, groups, covered members, and brokers.
Provide superior customer service and aim for timely, one-call resolution whenever possible.
Use reference materials to analyze inquiries and determine appropriate responses.
Use contact tracking functionality to follow up on open calls and ensure resolution within agreed-upon standards.
Document each customer encounter or resolution in the appropriate computer tracking system.
Complete contact service forms accurately and route them to the appropriate department.
Identify and report critical or recurring customer service issues to the Supervisor.
Participate in designated training programs.