Customer Service Support Representative, Spanish Speaking (DentaQuest)

The Opportunity

The Customer Service Support Representative I position interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services. The CSSR must project a professional company image and provide superior customer service by corresponding with customers via any of customer contact channels.

Responds to customer inquiries in a courteous and professional manner.
Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
Thoroughly and completely document all customer interactions.
Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
Provides direction on the usage and benefits of self-service tools.
Affords members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
Appeals appropriately to inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.

Maintains individual, department, and client specific goals.
Understands and adheres to all of DentaQuest's administrative and contractual policies and procedures.
Suggests ways to improve the service delivery processes.
Contributes to the success of the organization.

What You Will Bring With You

• A High School Diploma or Equivalent
• Two years of experience in a high-volume customer service environment
• Dental terminology knowledge and group health insurance experience a plus
• Proven professional verbal and written communication skills
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to a fast-paced production environment
• Cooperative, professional, and effective interaction skills with co-workers, company staff, and visitors
• Critical thinking and problem-solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels

Required to Attend Additional Training

As requested/deemed necessary.

Pay

Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

Join Our Talent Community

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage you to join our talent community to stay connected until the time is right for you!