Customer Advocate

Contact Center Representative

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.
• Ability to clearly present written information and findings.
• Must be able to understand and speak English.
• The ability to understand and follow work rules and procedures.
• The ability to effectively communicate information to all enterprise departments.
• Ability to interact well with co-workers and visitors.
• Ability to maintain regular/consistent attendance, punctuality and adhere to scheduled shifts.
• Required to work standard office equipment (personal computer, calculator (10 Key) photocopy machine, fax machine, etc.).
• PC literacy required. MSOffice skills (Outlook, Word, Excel); proficiency in Oracle Financial system preferred.
• Operation of 10key adding machine.
• Ability to work on a computer up to 8 hours a day.
• Regularly required to sit for long periods of time, and occasionally stand and walk.
• Close vision required for computer usage.
• Occasionally required to stoop, kneel, climb and lift up to 25 pounds.
• Must be able to work regular overtime as required.

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 5. $22.62 - $31.03

Additional Information

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. Important Work Authorization Information Please note, Delta Dental will not sponsor applicants for work visas for this position. #LI-Hybrid

About the Team

At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie. Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us! Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands. The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company. 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,