JOB DESCRIPTION

The incumbent in this position is responsible for acting as the company's primary point of communication in the contact center. Researches and responds to complex customer telephone, electronic, or written inquiries. Provides excellent service to customers with information regarding eligibility, benefits, and claims with emphasis on customer education, satisfaction and retention.

RESPONSIBILITIES

• Respond to complex telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers and brokers.
• Communicate eligibility, benefits, claims policies and procedures.
• Document each customer encounter and resolution in appropriate computer tracking system.
• Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires.
• Forward claims as necessary based upon findings.
• Identify, report and document system discrepancies.
• Accurately complete online/hardcopy forms and routes to the appropriate department.
• Meet and maintain production standards, counts, and inquiry response turnaround times.
• Utilize contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards.
• Provide support to other departments as directed.
• Performs other miscellaneous duties as assigned.

QUALIFICATIONS

• A high school diploma or GED.
• Dental assisting certificate, 2 years dental office or dental lab experience, 1 year contact center experience in a dental insurance environment, or 9 months experience as a level 1 representative in the Enterprise Contact Center, or 1 year dental claims adjudication experience preferred.
• Ability to pass CSR II test.
• Knowledge of dental terminology and procedures.
• Ability to handle constant customer contact/forced workflow distribution.
• Interpersonal and communications skills to work effectively with all levels of staff.
• Strong organizational/time management skills and multi-tasking abilities.
• Ability to prioritize and follow through.
• Ability to maintain confidentiality.
• Ability to respond quickly and accurately to inquires.
• Ability to continuously meet / exceed department standards.
• Ability to adapt to a changing environment.
• Ability to perform basic mathematical calculations.
• Ability to absorb and retain detailed information.
• Ability to apply reason to evaluate and respond to the needs of each contact.
• Detail-oriented; flexibility and creativity.
• Knowledge of policies, procedures and guidelines

Base Pay Information

The actual pay rate is determined by the union contract in effect at the time of offer and is based upon years within the unit and other negotiated factors. New hires with no service within the unit will start at the lowest rate and progress intermittently with time. $20.75/hour - $27.04/hour

ADDITIONAL INFORMATION

Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes:

• Generous paid time off plus 12 holidays and your birthday off!
• Low-cost premium medical insurance options
• 100% paid dental and vision insurance
• Generous 401(k) matching and flat contribution
• Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
• Employee LiveWell program, focusing on overall employee well-being
• Fertility and diabetes benefits
• Employee discount program: AT&T/Verizon, entertainment, travel, and more!
• Culture of learning: career development and tuition reimbursement
• Career growth: we love promoting from within

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

#LI-Onsite

ABOUT THE TEAM

At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.

If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!

To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn.

We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.

Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.

Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York