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Customer Support Coordinator at Delta Dental of California

Posted in Other 16 days ago.

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Type: Full Time
Location: Mechanicsburg, Pennsylvania

Job Description:


Job Title

Customer Support Coordinator


Mechanicsburg, PA, US

Organization Name

5167-DDP - AARP Correspondence

Department Description

Brief Description

This position is responsible for researching and responding to complex written correspondence and referrals from the call center regarding rules and regulations, billing/reimbursement, etc.

Detailed Description

* Researches written correspondence and referrals from the call center and resolves identified issues.

* Coordinates research and resolution of issues with other departments (provider relations, billing/finance, sales/marketing, claims, etc.).

* Negotiates resolution of escalated complaints and options for customer service recovery.

* Investigates, analyzes, researches, and responds to e-mails, written and telephone referral inquiries from groups, plan partners, and/or other external contacts.

* Resolves all inquiries in a timely and efficient manner. Updates tracking logs and generates required reports.

* Monitors queues and distribution of workload for adequate coverage, ensuring departmental goals are achieved and maintained.

* Alerts supervisor and manager of deficiencies.

* Proofs work from Customer Service Representatives (CSR s), and provides feedback on review findings.

* Assists Supervisor with managing/coaching the CSR s in response to customer issues, complex inquiries and difficult situations.

* Performs miscellaneous duties as assigned.

Job Requirements

* A high school diploma or GED, but candidates with proven experience will not be excluded from consideration.
* An Associate degree or equivalent is preferred.

* A minimum of 2 years related experience

* Knowledge of dental terminology and dental claim processing and procedures.

* Strong organizational/time management skills and multi-tasking abilities.

* Detail-oriented, flexible, creative, and self motivated.

* Good analytical and problem solving skills.

* Ability to maintain confidentiality, follow-up on commitments on a timely basis and adhere to deadlines.

* Ability to make effective business recommendations and develop methods and procedures to improve department s effectiveness and efficiency.

* Good leadership and conflict resolution skills.

* Knowledge of Enterprise products, policies, procedures and guidelines.

Additional Details

How To Apply

Minimum Salary


Amount of Travel

Work At Home

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