[Hiring] Bilingual Dental Customer Service Representative @ACS Benefit Services

Role Description

The Bilingual Dental Customer Service Representative is responsible for handling incoming calls from members, providers, brokers, and group administrators to verify eligibility, verify benefits, explain EOB’s, research claim payments, and answer general questions in a call center environment.

Qualifications

• High School Graduate or General Education Degree (GED)
• At least 2 years of related customer service experience
• Bilingual – fluent in both Spanish and English, spoken and written word
• Dental terminology experience, preferred

Requirements

• Excellent verbal and written communication skills required
• Ability to utilize the available time to organize and complete work within given deadlines
• Ability to meet company metrics
• Ability to work independently with minimal supervision
• Ability to communicate clearly and concisely in spoken and written word, in both English and Spanish
• Ability to take care of the customers’ needs while following company procedures
• Ability to pay attention to the minute details of a project or task
• Ability to get along well with a variety of personalities and individuals
• Ability to remain calm under pressure

Benefits

• Non-exempt status
• Shift: 7.5 hrs/day, 37.5 hrs/week
• Flex hours between 8:00 am to 6:00 pm, Monday through Friday, occasional OT

Essential Functions

• Confer with customers by telephone to provide information about dental services, eligibility, and plan benefits
• Ensure department metrics are met by call volume and minimum talk time. Call monitoring must verify the minimum number of errors and customer complaints
• Remain calm when speaking with callers who may become upset
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Check to ensure that appropriate changes are made to resolve customers’ problems
• Refer unresolved customer grievances to designated departments for further investigation
• Document all calls in a clear and concise manner
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as eligibility, and handle claims questions regarding payments or denials
• Review dental insurance policy terms to determine whether a particular service is covered by insurance

Physical Demands

This is mostly a sedentary role. Heavy phone usage and use of computer equipment.

Work Environment

Remote Work-from-Home position. Requirements are a dedicated workspace with minimal distractions.