Customer Care Analyst

This is a fully remote position, but candidates must reside in Oklahoma or Florida.

Responsibilities

• Educate members on their rights, responsibilities, and available covered dental services.
• Provide clear guidance on the complaint and appeals process.
• Respond to inquiries within established turnaround times (72 hours; 24 hours for emergencies).
• Compose professional and comprehensive written responses.
• Categorize, track, and document cases accurately in HSP.
• Analyze and review previous day’s call tracking for trends and corrective actions.
• Collaborate with Grievance and Appeals, Compliance, Management Teams, and Dental Consultants.
• Support inbound and outbound call needs.
• Process emails, two-way chat messages, and other communication channels.
• Assist the call center with training, help desk support, and performance guarantees.
• Ensure full compliance with corporate policies and regulatory guidelines.

Requirements

• High school diploma or GED.
• Minimum 1 year of customer service experience, preferably in a call center.
• Ability to pass a Florida Level 2 background check.
• Healthcare or dental industry experience is required.

Preferred Qualifications

• Bachelor's degree.
• Previous dental experience.
• Experience with HSP, Meditrac, & CRM.
• Dental terminology knowledge.
• Claims/referral processing experience.
• Conflict resolution experience.

Skills

• Strong communication skills—both written and verbal.
• Ability to remain neutral, calm, and solution-oriented.
• Sound judgment and reasoning skills to route and resolve cases appropriately.
• Commitment to handling sensitive information with confidentiality.
• Drive to achieve first-call resolution whenever possible.
• Advanced knowledge of HSP and dental terminology.
• Strong working knowledge of Microsoft Excel and Outlook.
• Experience in conflict resolution and escalated case handling.
• Strong analytical and decision-making skills.

Benefits

• Comprehensive medical coverage through Anthem, with affordable premiums and multiple plan options, including an HDHP with HSA eligibility.
• 100% employer-paid dental insurance and low-cost vision coverage for employees and dependents.
• 401(k) retirement plan with immediate vesting, employer match, Roth option, and access to professional financial advice.
• Short-term disability and a variety of voluntary benefits, including accident, critical illness, and hospital indemnity insurance.
• Generous paid time off, including vacation and sick leave with rollover options, plus 10 paid company holidays and a wellness day.
• Company-paid life insurance.
• Tuition reimbursement.
• Employee perks program.
• Flexible work options for eligible positions.

Pay

The base salary range for this position is $19.00 - $25.00 per hour, not including fringe benefits or potential bonuses. Final base salary will be determined by factors such as geographic location, skills, education, and experience.