D2C Customer Advocate at Delta Dental of California in Alpharetta, Georgia

Posted in Other 1 day ago.

Job Description:

At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other's strengths and sharing in successes.
This position is responsible for acting as the company's primary point of communication in the contact center. The responsibilities include: researching and responding to complex customer telephone, electronic, or written inquiries. The Customer Advocate provides excellent service to customers with information regarding eligibility, benefits, and claims with emphasis on customer education, satisfaction and retention. If necessary, the incumbent forwards specific inquiries as directed for priority resolution.
Due to COVID-19, training for this role will be remote, lasting anywhere from 4-8 weeks. Candidates must have their own personal computer and remote internet access as Delta Dental cannot provide any technical equipment to complete this training.

How you will make an impact:

  • Responds to complex telephone, electronic, and written inquiries from dental and vision professionals, groups, subscribers and brokers

  • Communicates eligibility, benefits, claims status, policies, and procedures

  • Documents each customer encounter or resolution in appropriate computer tracking system

  • Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires

  • Identifies and reports system discrepancies to leader

  • Accurately completes contact service forms and routes to appropriate department

  • Utilizes contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards

  • Meets and maintains metric standards

  • Participates in training programs, as designated

  • Must be able to work overtime as required

  • Performs miscellaneous duties as assigned, including providing support to other departments, as necessary

What we look for:

  • Position Requirement: a personal computer and remote internet access

  • A minimum of two (2) years of successful customer service work experience within a call center or related heavy customer contact experience or 6 months successful work experience as a level 1 representative in the Enterprise Contact Center

  • Dental assisting certificate, two (2) years dental office or dental lab experience, one (1) year contact center experience in a dental insurance environment, or one (1) year dental claims adjudication experience preferred

  • Required to pass Customer Service Representative 2 tests

  • Exceptional customer service skills, including ability to listen effectively and show excellent interpersonal skills to communicate in a pleasant, effective and professional manner using proper telephone etiquette

  • Knowledge of dental terminology and procedures

  • Ability to handle constant customer contact through forced workflow distribution

  • Interpersonal and communications skills to work effectively with all levels of staff

  • Strong organizational and time management skills and multi-tasking abilities

  • Ability to prioritize and follow through

  • Ability to maintain confidentiality

  • Ability to perform basic mathematical calculations

  • Ability to absorb and retain detailed information

  • Ability to problem solve and use critical thinking skills

  • Ability to learn and adjust to organization changes with systems, processes, and protocol

  • Ability to deescalate customer calls and handle conflict resolution

  • Ability to assess call priority and escalate to appropriate resource when necessary

  • Ability to work independently, take initiative, and accept responsibility

  • Exhibits core values of a customer-first organization

  • Knowledge of policies, procedures and guidelines

  • High School Diploma or GED is required

Benefits and perks:

  • 12 days starting vacation plus 12 holidays and your birthday off!

  • Multiple medical insurance options: 100% paid or low cost premiums

  • 100% paid dental insurance

  • 100% paid vision insurance

  • Employee Well-Being Program

  • Culture of learning: substantial tuition reimbursement to improve your skills

  • Career growth: we love promoting from within

  • Strong commitment to work/life balance

  • Social responsibility and volunteer opportunities

Please note, Delta Dental will not sponsor applicants for work visas for this position.
At Delta Dental we:Promote accountability, integrity and collaboration: Our employees are collaborative, self-aware, and ethical. It is our expectation to do the right thing and follow through on commitments.Foster professional development: Our employees take ownership of developing themselves and others through coaching, mentoring and providing/being open to constructive feedback and identifying learning opportunities.Value customers and cultivate positive experiences: Our employees take time to build rapport with customers, while anticipating and exceeding their needs to ensure positive outcomes.
If you think this sounds like you, let's chat. We would love to tell you more!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: @lifeatddins on Facebook and Instagram, @deltadentalins on Twitter, and Delta Dental Ins. on LinkedIn. ABOUT Delta DentalDelta Dental covers more Americans than any other dental benefits provider. Our vision is to motivate and empower every employee so we're all inspired to take exceptional care of our customers, providers and each other. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology. Our employees take pride working for a purpose-driven organization and live our values of Trust, Service, Excellence and Innovation. We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country. Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other classification protected by federal or state law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
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