Customer Engagement Specialist

Avesis • Work From Home - AZ, AZ

1d • $17 - $33 • Remote

About The Position

As a Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, you’ll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment! Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system. Candidates must be able to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a healthcare customer service role.
• 1+ year of experience in a high-volume call center.
• Ability to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.
• Proficient computer skills including Microsoft Word, Excel, Outlook required.
• Capacity to work unencumbered and independently in a home office/virtual environment.
• Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. No mobile hot spots permitted.
• Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
• Demonstrated sensitivity, empathy, and compassion with Member callers.
• Able to maintain confidentiality and adhere to HIPAA requirements.
• Excellent written communication: ability to document caller interactions in a concise manner.
• Active listening skills while providing exceptional customer service.
• Excellent verbal communication skills with the ability to present information in an empathetic, clear, way.
• Must be adaptable, flexible, and readily able to adjust to changing situations.
• Able to apply logical thinking when evaluating problems.
• Adept to interacting with diverse populations.
• Overtime may be required at times during peak seasons.

Nice To Haves

• Associate's Degree in Business, Management, or Operations.
• 2+ years of experience in dental insurance or a dental office.
• Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims.

Responsibilities

• Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
• Capture member information accurately and update systems with complete and concise data.
• Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
• Investigate issues that cannot be resolved at the time of initial call. Collaborate with internal teams to research and follow up with the Member until a resolution occurs.
• Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality and professionalism.
• Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member.

Benefits

• Competitive compensation package.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave and backup family care.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED