Experienced Customer Service Representative - Remote Dental Medicaid Call Center Advocate

Introduction to Our Company and Industry

In the ever-evolving landscape of healthcare, access to quality dental care is a cornerstone of overall well-being. Our client, a leading provider of employee benefits specializing in dental health coverage, has been at the forefront of ensuring millions across the U.S. receive the dental care they need. With a strong commitment to improving access to dental services, our client acts as a trusted resource, guiding members through their benefits and helping them understand their options. As part of this mission, we are seeking a dedicated and compassionate Customer Service Representative to join our Dental Medicaid Call Center team.

Job Summary

As a Customer Service Representative in our Dental Medicaid Call Center, you will play a pivotal role in serving as a vital link between our members and their dental care needs. Your primary responsibility will be to provide exceptional support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential dental services. Your ability to address inquiries, resolve issues, and offer clear information will directly impact our clients' health and satisfaction, making you an integral part of our mission to enhance access to dental care and contribute to better health outcomes in our communities.

Key Responsibilities

• Understand and implement call center processes and customer service best practices to ensure high-quality service delivery.
• Demonstrate proficiency in using computer systems to accurately enter and retrieve member information, ensuring data integrity and confidentiality.
• Develop a basic understanding of Medicaid policies and dental services, with training provided to support your growth and expertise.
• Adhere to compliance standards and maintain a commitment to delivering high-quality service, ensuring that all interactions meet the highest standards of professionalism and empathy.
• Respond to incoming calls and inquiries from Medicaid dental clients, providing clear, accurate, and compassionate information about benefits, services, and eligibility.
• Assist clients in navigating their dental coverage, addressing any concerns or questions they may have, and empowering them to make informed decisions about their oral health.
• Identify and troubleshoot issues related to member accounts, benefits, and provider information, escalating complex issues to supervisors as necessary to ensure timely resolution.
• Document interactions and outcomes in accordance with company policies, maintaining detailed records of all client interactions.
• Participate in training sessions and quality assurance evaluations to ensure compliance and continually improve service quality, contributing to a culture of excellence and continuous improvement.
• Collaborate with team members and other departments to foster a cohesive approach to customer service, promoting a culture of teamwork and mutual support.
• Provide feedback and suggestions for process improvements to enhance the overall customer experience, demonstrating a commitment to innovation and customer-centricity.

Essential Qualifications

• High school diploma or equivalent required; Associate degree preferred.
• 2+ years of experience in a healthcare customer service role, with a strong understanding of the healthcare industry and its complexities.
• 2+ years of experience in dental insurance/office, with a deep knowledge of dental services and benefits.
• 1+ year of experience in a high-volume call center, with the ability to manage multiple calls and prioritize tasks effectively in a fast-paced environment.
• Ability to work flexible hours as needed, including evenings and weekends, to meet the needs of our clients and ensure seamless service delivery.
• Availability to work 40+ hours/week, Monday - Friday, between 7:00 am and 9:00 pm Eastern Time, with a commitment to maintaining a high level of productivity and efficiency.
• Capacity to work independently in a home office/virtual environment, with a reliable internet connection via cable broadband or fiber optic with speeds of at least 50 Mbps download and 25 Mbps upload.
• Proficient in navigating multiple computer software/systems and multi-screen functionality, with strong computer skills, including Microsoft Word, Excel, and Outlook.
• Ability to maintain confidentiality and adhere to HIPAA requirements, ensuring the protection of sensitive client information.
• Excellent verbal and written communication skills, with the ability to document and present information empathetically and clearly, and to communicate complex information in a simple and concise manner.

Preferred Qualifications

• Experience in a Medicaid business, with a deep understanding of Medicaid policies and procedures.
• Previous experience working in a remote or virtual environment, with the ability to self-motivate and work independently with minimal supervision.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues and develop effective solutions in a timely manner.
• Demonstrated ability to connect with clients, showing understanding and support for their needs, and to build strong, approachable relationships across the company.
• Flexibility to handle a variety of inquiries and adjust to changing priorities in a fast-paced environment, with a commitment to maintaining a high level of adaptability and resilience.

Skills and Competencies

• Strong verbal and written communication skills, with the ability to convey complex information in a simple and concise manner.
• Commitment to providing exceptional service and support, ensuring member satisfaction and loyalty.
• Ability to identify issues and develop effective solutions in a timely manner, with a strong analytical and problem-solving mindset.
• Demonstrated ability to connect with clients, showing understanding and support for their needs, and to build strong, approachable relationships across the company.
• Flexibility to handle a variety of inquiries and adjust to changing priorities in a fast-paced environment, with a commitment to maintaining a high level of adaptability and resilience.
• Strong computer skills, including Microsoft Word, Excel, and Outlook, with the ability to navigate multiple computer software/systems and multi-screen functionality.

Career Growth Opportunities and Learning Benefits

At our company, we are committed to supporting the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Service Representative, you will have access to comprehensive training programs, designed to enhance your skills and knowledge in customer service, healthcare, and dental insurance. You will also have the opportunity to participate in quality assurance evaluations and training sessions, ensuring that you are equipped with the latest knowledge and best practices in customer service delivery.

Work Environment and Company Culture

Our company values inclusion and diversity, fostering a culture of respect, empathy, and understanding. We believe in creating a work environment that is collaborative, supportive, and inclusive, where all employees feel valued and empowered to contribute their best work. As a remote worker, you will be part of a virtual team, with opportunities to connect with colleagues and participate in virtual events and activities. We also offer flexible work arrangements, including flexible hours and remote work options, to support your work-life balance and overall well-being.

Compensation, Perks, and Benefits

Our client offers a competitive compensation package, including comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents, with no waiting period. You will also be eligible for a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Our collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. We also offer a range of perks and benefits, including employee discounts, wellness programs, and recognition and reward programs, to support your overall well-being and job satisfaction.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service and supporting the healthcare needs of others, we encourage you to apply for this exciting opportunity. As a Customer Service Representative in our Dental Medicaid Call Center, you will be part of a dynamic team, dedicated to improving access to dental care and enhancing the health and well-being of our clients. With a commitment to excellence, inclusivity, and customer-centricity, we offer a rewarding and challenging work environment, with opportunities for growth, development, and career advancement. Apply today and join our team of dedicated professionals, making a difference in the lives of others, one call at a time.

We Want to Hear From You!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. We look forward to receiving your application and exploring how you can contribute to our mission of improving access to dental care and enhancing the health and well-being of our clients.