[Hiring] Dental Customer Service Representative @ACS Benefit Services

Role Description

The Dental Customer Service Representative is responsible for handling incoming calls from members, providers, brokers, and group administrators to verify eligibility, verify benefits, explain EOBs, 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 experience
• Dental terminology experience, preferred
• Bilingual, preferred
• 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
• 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

Requirements

• 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
• Remain calm when speaking with callers who may become upset
• Keep records of customer interactions and transactions, record detail of inquiries, complaints, and comments in the system, as well as any actions taken
• Check to ensure that appropriate changes were made to resolve customer 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

Benefits

• Remote work-from-home position
• Requirements are a dedicated workspace with minimal distractions