Customer Operations Coordinator

Job Description

The Customer Operations Coordinator is responsible for supporting Customer Operations teams by teaching and developing Customer Service Representatives, monitoring processes, addressing customer needs, identifying process improvement opportunities, reporting on KPIs, and coordinating with internal departments.

Responsibilities

• Reviews Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes and KPIs.

• Responds to and determines best resolution of escalated complaints and complex inquiries to strive for world class customer service.

• Researches root causes analysis of identified issues and develops optimized solutions.

• Coordinates research and resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.).

• Investigates, analyzes, researches, and responds to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed.

• Partners with the Customer Operations team to monitor and report on all KPIs, CSR status and schedules for efficient tracking.

• Alerts Supervisor and Manager of identified deficiencies.

• Creates, updates, and facilitates content on current processes, product knowledge, and best practices.

• Builds and supports engagement plans for Customer Operations teams.

Qualifications

Minimum Qualifications

• 3+ years of experience w/High School

Additional Experience

• 2+ years experience in contact center or customer service role

Knowledge, Skills, Abilities

• Advanced knowledge of dental terminology and dental claim processing and procedures
• Strong organizational/time management skills and multi-tasking abilities
• Detail-oriented, flexible, creative, and self-motivated
• Strong analytical and problem solving skills
• Ability to maintain confidentiality
• Aptitude towards process improvement
• Strong leadership and communication skills with an emphasis on conflict resolution
• Knowledge of Enterprise systems, products, policies, procedures and guidelines

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 15. $40,500 - $84,800

About Us

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations


This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.


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About the Team

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.


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