Customer Advocate

Delta Dental is looking for a dedicated professional to serve as the primary point of communication in our contact center, handling complex customer inquiries with a focus on education, satisfaction, and retention.

About the role

As the company’s primary contact center representative, you will research and respond to complex customer inquiries via telephone, electronic, and written channels. Your role will emphasize providing excellent service regarding eligibility, benefits, and claims while ensuring customer education and retention.

Responsibilities

• Respond to complex telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers, and brokers.
• Communicate eligibility, benefits, claims policies, and procedures.
• Document each customer encounter and resolution in the appropriate computer tracking system.
• Expediently access reference materials to analyze and determine appropriate responses to inquiries.
• Forward claims as necessary based on findings.
• Identify, report, and document system discrepancies.
• Accurately complete online/hardcopy forms and route them to the appropriate department.
• Meet and maintain production standards, counts, and inquiry response turnaround times.
• Utilize contact tracking functionality to follow up on open calls and ensure resolution within agreed-upon standards.
• Provide support to other departments as directed.
• Perform other miscellaneous duties as assigned.

Requirements

• A high school diploma or GED.
• Preferred qualifications: Dental assisting certificate, 2 years of dental office or dental lab experience, 1 year of contact center experience in a dental insurance environment, 9 months of experience as a level 1 representative in the Enterprise Contact Center, or 1 year of dental claims adjudication experience.
• Ability to pass the CSR II test.
• Knowledge of dental terminology and procedures.
• Ability to handle constant customer contact and forced workflow distribution.
• Strong interpersonal and communication skills to work effectively with all levels of staff.
• Excellent organizational, time management, and multitasking abilities.
• Ability to prioritize, follow through, and maintain confidentiality.
• Ability to respond quickly and accurately to inquiries while continuously meeting or exceeding department standards.
• Ability to adapt to a changing environment and perform basic mathematical calculations.
• Ability to absorb and retain detailed information and apply reason to evaluate and respond to each contact’s needs.
• Detail-oriented with flexibility and creativity.
• Knowledge of policies, procedures, and guidelines.
• Ability to clearly present written information and findings.
• Must be able to understand and speak English.
• Ability to understand and follow work rules and procedures.
• Ability to effectively communicate information to all enterprise departments.
• Ability to interact well with coworkers and visitors.
• Ability to maintain regular and consistent attendance, punctuality, and adherence to scheduled shifts.
• Proficiency in operating standard office equipment (personal computer, calculator, photocopy machine, fax machine, etc.).
• PC literacy required; MS Office skills (Outlook, Word, Excel) and proficiency in Oracle Financial system preferred.
• Operation of 10-key adding machine.
• Ability to work on a computer for up to 8 hours a day.
• Regularly required to sit for long periods; occasionally stand, walk, stoop, kneel, climb, and lift up to 25 pounds.
• Close vision required for computer usage.
• Must be able to work regular overtime as required.

Pay

The national base pay range for this position is $22.62 - $31.03 per hour. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities, related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Benefits

• Competitive base and incentive pay.
• 401(k) with robust matching and non-matching contributions.
• Rich medical and pharmacy benefits.
• 100% employer-paid dental and vision benefits.
• Holistic wellbeing program with deep financial incentives.
• Generous paid time off plus 12 paid holidays and your birthday off.
• Culture of growth and learning: career development, tuition reimbursement, and recognition program.
• Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance.
• Social responsibility and volunteer opportunities.
• Employee discount program.

About Us

For over 68 years, Delta Dental has served communities by increasing access to affordable, quality oral health care. Our network includes affiliates across 15 states, the District of Columbia, Puerto Rico, and the Virgin Islands, providing dental benefits to more than 31 million people. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.

At Delta Dental, we foster a culture of trust, service, excellence, and innovation. We champion an inspirational workplace with stability, balance, and opportunities for leadership at all levels. Our commitment extends beyond the workplace to support personal growth and holistic wellbeing for our employees and their families.