Customer Engagement Specialist

We need to output HTML fragment with sections: h3 headings for sections present: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real content. We need to parse the posting. First, job title: Customer Engagement Specialist in Dental Medicaid Call Center (but we don't repeat as heading). Provide About the role: likely the introductory paragraphs describing role, mission, etc. Responsibilities: list of essential job functions. Requirements: required qualifications (high school diploma, 2+ years healthcare CS, 1+ year high-volume call center, shift availability, proficient computer skills, home office, internet speed, etc.) Qualifications: maybe preferred requirements? The posting has "Preferred Requirements". Could treat as Qualifications section. Skills: list of skills (communication, empathy, etc.) The posting includes a "Skills" heading already: "Skills At Avēsis, we strive to design equitable, and competitive compensation programs." Actually that seems mis-placed; but there is a "Skills" section after requirements: "Skills At Avēsis, we strive to design equitable, and competitive compensation programs." Then they talk about pay ranges. Actually that seems like they mislabelled. But we need to extract actual skills: "Demonstrated sensitivity, empathy, and compassion with Member callers. Able to maintain confidentiality and adhere to HIPAA requirements. Excellent written communication: ability to document caller interactions in a concise manner. Active listening skills while providing exceptional customer service. Excellent verbal communication skills with the ability to present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations. Able to apply logical thinking when evaluating problems. Adept to interacting with diverse populations." Those are skills. Also "Proficient computer skills including Microsoft Word, Excel, Outlook required." That's more requirement. Benefits: list under "We Offer". Contains many benefits. Pay: pay ranges zones A/B/C. Schedule: shift availability Monday-Friday 7am-9pm ET, 40 hours/week. We must not include boilerplate like cookie/navigation/legal/EEO etc. Remove EEO, fraud warnings, etc. We must not include headings with filler like "commensurate with experience". Not present. We must output only HTML fragment. Let's craft sections:

About the role

As a Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, you’ll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment! Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system.

That seems good.

Responsibilities

• Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
• Capture member information accurately and update systems with complete and concise data.
• Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
• Investigate issues that cannot be resolved at the time of initial call.
• Collaborate with internal teams to research and follow up with the Member until a resolution occurs.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a healthcare customer service role.
• 1+ year of experience in a high-volume call center.
• Ability to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.
• Proficient computer skills including Microsoft Word, Excel, Outlook required.
• Capacity to work unencumbered and independently in a home office/virtual environment.
• Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted.
• Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
• Demonstrated sensitivity, empathy, and compassion with Member callers.
• Able to maintain confidentiality and adhere to HIPAA requirements.
• Excellent written communication: ability to document caller interactions in a concise manner.
• Active listening skills while providing exceptional customer service.
• Excellent verbal communication skills with the ability to present information in an empathetic, clear way.
• Must be adaptable, flexible, and readily able to adjust to changing situations.
• Able to apply logical thinking when evaluating problems.
• Adept to interacting with diverse populations.
• Overtime may be required at times during peak seasons.

But note some of those are actually skills; but we can keep them under Requirements as they are listed as requirements. However we also have a Skills section; maybe we separate. The posting also has "Preferred Requirements": Associate's Degree in Business, Management, or Operations; 2+ years experience in dental insurance or a dental office; Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims. We could put those under Qualifications. Thus:

Qualifications

• Associate's Degree in Business, Management, or Operations (preferred).
• 2+ years of experience in dental insurance or a dental office (preferred).
• Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims (preferred).

Now Skills: maybe we separate out the communication etc. But many of those are already in Requirements. To avoid duplication, we could keep Skills as separate listing of soft skills: sensitivity, empathy, communication, active listening, adaptability, logical thinking, diverse populations. But we already included many in Requirements. To avoid duplication, maybe we move those to Skills and keep Requirements more about experience/education/tech. Let's restructure. Requirements: education, experience, shift, computer skills, home office, internet, proficiency with systems, overtime. Skills: soft skills: sensitivity, empathy, confidentiality/HIPAA, written communication, active listening, verbal communication, adaptability, logical thinking, diverse populations. Let's do that. Thus:

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a healthcare customer service role.
• 1+ year of experience in a high-volume call center.
• Ability to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.
• Proficient computer skills including Microsoft Word, Excel, Outlook required.
• Capacity to work unencumbered and independently in a home office/virtual environment.
• Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted.
• Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
• Overtime may be required at times during peak seasons.

Skills

• Demonstrated sensitivity, empathy, and compassion with Member callers.
• Able to maintain confidentiality and adhere to HIPAA requirements.
• Excellent written communication: ability to document caller interactions in a concise manner.
• Active listening skills while providing exceptional customer service.
• Excellent verbal communication skills with the ability to present information in an empathetic, clear way.
• Must be adaptable, flexible, and readily able to adjust to changing situations.
• Able to apply logical thinking when evaluating problems.
• Adept to interacting with diverse populations.

Qualifications (preferred) as above. Benefits: list from "We Offer". Let's extract: - Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way. - Competitive compensation package. - Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period. - Life and disability insurance. - A great 401(k) with company match. - Tuition assistance, paid parental leave and backup family care. - Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent. - Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best. - Employee Resource Groups that advocate for inclusion and diversity in all that we do. - Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability. We'll put each as

. Pay: pay ranges zones. We need to include Pay section only if posting states them. Yes. Thus:

Pay

• Zone A: $16.68‑$27.81
• Zone B: $18.14‑$30.24
• Zone C: $19.55‑$32.59
• FLSA Status: Hourly/Non‑Exempt
• This role may also be eligible for benefits, bonuses, and commission.

Schedule: shift availability Monday-Friday 7am-9pm ET, 40 hours/week. Thus:

Schedule

• 40 hours/week, Monday – Friday
• Shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time

We must not repeat shift info in Requirements? We already have shift in Requirements; but we can keep it there and also in Schedule? Might be duplicate. Better to keep shift info only in Schedule, and remove from Requirements. Let's adjust Requirements: remove shift line from Requirements, keep only experience, education, tech, home office, internet, systems proficiency, overtime. Thus Requirements list: - High School Diploma or equivalent required. - 2+ years of experience in a healthcare customer service role. - 1+ year of experience in a high-volume call center. - Proficient computer skills including Microsoft Word, Excel, Outlook required. - Capacity to work unencumbered and independently in a home office/virtual environment. - Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted. - Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease. - Overtime may be required at times during peak seasons. Now Schedule section as above. Now ensure we didn't include boilerplate: we removed EEO, fraud warnings, legal, etc. Now output HTML fragment. Check for any missing substantive info: The introductory "Our Promise Through skill-building..." we included in About the role? We included some but not the first sentence about Promise. Let's incorporate that. About the role could start with: "Join us for an exciting career with the leading provider of supplemental benefits! Our Promise Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards."