Customer Service Support Representative, Spanish Speaking (DentaQuest)

Sun Life • Kansas City, MO

1d • Hybrid

About The Position

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all. Job Description: Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. The opportunity: The Customer Service Support Representative I position interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services. The CSSR must project a professional company image and provide superior customer service by corresponding with customers via any of customer contact channels. LOOKING FOR SPANISH SPEAKING CANDIDATES

Requirements

• High School Diploma or Equivalent.
• 2 years of experience in a high-volume customer service environment.
• Proven professional verbal and written communication skills.
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications.
• Strong organizational skills and attention to detail.
• Ability to work independently and with a team.
• Ability to learn quickly and adapt to a fast-paced production environment.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Critical thinking and problem-solving skills.
• Ability to tolerate repetitive work without compromising accuracy and service levels.
• Required to attend additional training as requested/deemed necessary.

Nice To Haves

• Dental terminology knowledge and group health insurance experience a plus.

Responsibilities

• Responds to customer inquiries in a courteous and professional manner.
• Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
• Thoroughly and completely document all customer interactions.
• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
• Provides direction on the usage and benefits of self-service tools.
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.
• Meets or exceeds individual, department, and client specific goals.
• Understands and adheres to all of DentaQuest’s administrative and contractual policies and procedures.
• Contributes to the success of the organization by suggesting ways to improve the service delivery processes.
• Other duties as assigned.

Benefits

• At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
• Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
• Enjoy a flexible, inclusive and collaborative work environment that supports career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees