Customer Advocate

Key Responsibilities

• Analyze and respond to complex telephone and written inquiries regarding eligibility, benefits, claims status, policies, and procedures for office professionals, groups, covered members, and brokers.
• Provide superior customer service at all times.
• Access reference materials to analyze and determine appropriate responses to inquiries, aiming for timely, one-call resolution.
• Utilize contact tracking functionality to follow up on open calls and ensure resolution within agreed-upon standards.
• Document each customer encounter or resolution in the appropriate computer tracking system.
• Accurately complete contact service forms and route them to the appropriate department.
• Identify and report critical or reoccurring customer service issues to a Supervisor.
• Participate in designated training programs.

Requirements & Tech Stack

• PC skills including internet and windows-based applications.
• Ability to understand and retain detailed information.
• Ability to problem-solve and use critical thinking skills.
• Ability to de-escalate customer calls and handle conflict resolution.
• Ability to prioritize and follow through.
• Knowledge of or ability to learn basic dental terminology and procedures.
• Ability to perform basic mathematical calculations.
• Ability to maintain confidentiality of internal and external customer information.

Qualifications

• 1+ years of experience with High School diploma.
• A minimum of one or more of the following:
• 18 months of contact center or dental claims adjudication experience in a dental insurance environment.
• 9 months experience as a level 1 representative in the Enterprise Contact Center.
• Dental assisting certificate.
• 2 years dental office or dental lab experience.
• Exceptional customer service skills.
• Ability to handle constant customer contact through forced workflow distribution.
• Interpersonal and communications skills to work effectively with a variety of customers and staff levels.
• Strong organizational/time management skills and multi-tasking abilities.
• Must be able to work overtime as required.
• Required to pass position test(s).