Government Programs Customer Service Representative

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Job Summary:

Candidates must reside in Michigan within a reasonable commuting distance of our Farmington Hills office for team meetings, collaborative sessions, and training.

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation.

At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do - from taking charge of our careers, to helping colleagues and lending a hand in the community.

Typical Assignments

• Promptly and professionally responds to member, client and provider questions through multiple channels, including, but not limited to telephone, email, fax and U.S. mail communication using proper etiquette, grammar, punctuation, etc.

• Clearly and accurately communicates all eligibility, benefit, claim status and payment information related to caller’s questions

• Properly identifies the reason(s) for the call and provides appropriate resolution to inquiries and complaints within specified timeframes and guidelines established by regulatory agencies or client contracts.

• Informs and assists callers with grievance and the claims appeals processes, as necessary

• Clearly, accurately and thoroughly documents information in the customer relationship management system to ensure all relevant details of the phone call are captured.

• Understands the importance of adhering to regulatory requirements

• Meets or exceeds quality standards as required for position

• Meets or exceeds call center metrics as required for position

• Enters and adjusts claims as required

Minimum Requirements:

Bidding Requirements

• Employees must have the ability to work an assigned eight (8) hour schedule starting as early as 7:55 a.m. and ending as late as 11:00 p.m., Monday through Friday

• Possess a high school diploma or equivalent, with an associate’s degree in business administration or a related field preferred

• Two years of customer service experience in a business environment that requires the use of a software application to assist customers, preferably in a call center assisting Medicare and/or Medicaid enrollees

• Demonstrated knowledge of personal computers and software applications (including Windows) through previous experience and/or coursework

• Successful completion of the customer service simulation assessment with a minimum score of 62 out of a possible 100 (assessment waived if candidate previously passed test while at Delta Dental or if previously held Customer Service Trainee, Customer Service Advisor, or Customer Service Associate position)

• Successful completion of the customer service multitasking and call logging assessment with a minimum score of 65 out of a possible 100

• Successful completion of the customer service email composition assessment with a minimum score of 62 out of a possible 100

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.