[Hiring] Customer Care Rep @SKYGEN

Role Description

This role involves providing exceptional customer service to our Dental and Vision inbound callers.

• Servicing callers with information regarding eligibility, benefit coverage, authorizations, claims, and provider location assistance.
• Utilizing knowledge of claim adjustments and resubmission processes to determine appropriate resolutions.
• Providing feedback to Provider Relations staff on high-level claim issues.
• Supporting enrollment activities, including assigning primary care providers and updating third-party insurance information.
• Acting as a liaison between our organization and the client’s Member Services staff to resolve eligibility and filing issues.
• Providing updates to providers regarding the status of their credentialing applications.
• Educating callers on the benefits of utilizing the provider web portal.
• Ensuring all calls are answered according to company and client guidelines.
• Accurately documenting call information and resolutions in internal systems.
• Applying effective diffusion techniques to ensure customers feel heard and supported.
• Identifying issues that need to be escalated to the leadership team.

• Providing recommendations on system enhancements and process improvements to management.
• Keeping the Provider Relations team updated with provider manual discrepancies and related issues.
• Participating in departmental projects when applicable.

Qualifications

• High school diploma or equivalent.
• 1+ years of job-related customer service experience within healthcare, call center, banking, or retail industries.
• Basic knowledge of Microsoft Office products including Word, Excel, and Outlook.
• Ability to work occasional overtime as needed.
• Excellent listening and communication skills.
• Superior customer service skills with the ability to provide empathy.
• Strong data entry/typing skills.
• Strong navigation skills and the ability to multi-task.
• Excellent attention to detail.
• Critical thinking skills to analyze and understand customer needs and provide appropriate solutions.

Requirements

• 1+ years of job-related customer service experience within the dental, vision, or medical industry preferred.
• Previous experience working in a virtual environment preferred.
• Understanding of dental, vision, and/or medical insurance terminology preferred.

Benefits

• Fully remote opportunity.
• Training schedule (Initial 90 days): 8:00am - 4:30pm Monday – Friday CST.
• Work schedule (after training): 9:00am - 5:30pm Monday - Friday CST.
• Hours of operation: 7:00am - 10:00pm CST Monday - Friday, with flexible shifts based on business needs.
• $2.00/hour differential on Mon/Tues.
• Occasional evenings, weekends, and holidays possible during Annual Medicare Open Enrollment: 10/1 - 3/31.
• Exceptional professional growth in a fun, rewarding environment.