Customer Operations Coordinator

Responsibilities

• Reviews Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes and KPIs.
• Responds to and determines best resolution of escalated complaints and complex inquiries to strive for world class customer service.
• Researches root causes analysis of identified issues and develops optimized solutions.
• Coincides research and resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.).
• Investigates, analyzes, researches, and responds to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed.
• Partners with the Customer Operations team to monitor and report on all KPIs, CSR status and schedules for efficient tracking.
• Alerts Supervisor and Manager of identified deficiencies.
• Creates, updates, and facilitates content on current processes, product knowledge, and best practices.
• Builds and supports engagement plans for Customer Operations teams.

Qualifications

• Minimum Qualifications: 3+ years of experience with High School.
• Additional Experience: 2+ years experience in contact center or customer service role.
• Knowledge, Skills, Abilities: Advanced 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; Strong analytical and problem solving skills; Ability to maintain confidentiality; Aptitude towards process improvement; Strong leadership and communication skills with an emphasis on conflict resolution; Knowledge of Enterprise systems, products, policies, procedures and guidelines.

Pay

Base Pay Information: The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), 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.

About Us

Beyond the workplace, we are dedicated to fostering personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & 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; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

About The Team

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.