Overview
Company:
United Concordia Dental Job Description:
This role handles customer inquiries by telephone, email, and in person from individual members, groups, providers, and brokers in a customer service center. It troubleshoots and resolves customer complaints and ensures timely responses according to established service and quality standards. Responsibilities
Resolve customer inquiries and complaints via written, telephonic, and face-to-face communication in a timely and accurate manner. Prepare adjustments for services not properly processed, either systematically or by forwarding to the appropriate area for follow up and resolution. Meet production, quality, and adherence standards. Attend all required training classes. Elevate issues to the next level of supervision, as appropriate. Maintain accurate records, including timekeeping records. Other duties as assigned or requested. Note:
Due to Department of Defense (DOD) contract requirements, the incumbent must be a US citizen and pass a background check. Education
Required High School Diploma or GED Substitutions None Preferred None Experience
Required 6 months of Customer Service in a customer-facing role Preferred Customer Service in a call-center environment Customer Service in a Healthcare related call-center environment strongly preferred Licenses or Certifications
Required None Preferred None Skills
Knowledge of principles and processes for providing customer service, including needs assessment and meeting standards. Ability to handle many tasks simultaneously and respond to customers promptly and professionally. Ability to take direction and navigate multiple systems concurrently. Ability to maintain composure under stressful and fast-paced conditions. Strong written and verbal communication skills. Ability to communicate complex information in a simple, customer-facing way. Language
None Travel
0% - 25% Physical, Mental Demands and Working Conditions
Position Type: Remote. Teaches/trains others regularly. Travels regularly between the office and various work sites. Works primarily out-of-office selling products/services. Physical work site required: lifting up to 10 pounds frequently; lifting 10 to 25 pounds occasionally; lifting 25 to 50 pounds rarely. Compliance and Ethics
This job description reflects the general nature and essential duties of the work performed by employees in this role. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required. This position adheres to the code of business conduct and company policies, and all applicable federal and state laws, rules, and regulations. Employees may have access to confidential information and must comply with HIPAA and the company's privacy and information security policies. This includes complying with the Health Insurance Portability and Accountability Act (HIPAA) and related privacy practices. Pay
Pay Range Minimum:
$19.01 Pay Range Maximum:
$24.19 Base pay is determined by qualifications, experience, expected contributions, internal equity, market conditions, and location-based considerations. Salary ranges may vary by geographic area. EEO and Accessibility
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on protected status and ensure equal opportunity for all. We strive to make this site accessible; for accessibility assistance, contact HR Services Online at HRServices@highmarkhealth.org. For accommodation requests, please contact HR Services Online.
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Company:
United Concordia Dental Job Description:
This role handles customer inquiries by telephone, email, and in person from individual members, groups, providers, and brokers in a customer service center. It troubleshoots and resolves customer complaints and ensures timely responses according to established service and quality standards. Responsibilities
Resolve customer inquiries and complaints via written, telephonic, and face-to-face communication in a timely and accurate manner. Prepare adjustments for services not properly processed, either systematically or by forwarding to the appropriate area for follow up and resolution. Meet production, quality, and adherence standards. Attend all required training classes. Elevate issues to the next level of supervision, as appropriate. Maintain accurate records, including timekeeping records. Other duties as assigned or requested. Note:
Due to Department of Defense (DOD) contract requirements, the incumbent must be a US citizen and pass a background check. Education
Required High School Diploma or GED Substitutions None Preferred None Experience
Required 6 months of Customer Service in a customer-facing role Preferred Customer Service in a call-center environment Customer Service in a Healthcare related call-center environment strongly preferred Licenses or Certifications
Required None Preferred None Skills
Knowledge of principles and processes for providing customer service, including needs assessment and meeting standards. Ability to handle many tasks simultaneously and respond to customers promptly and professionally. Ability to take direction and navigate multiple systems concurrently. Ability to maintain composure under stressful and fast-paced conditions. Strong written and verbal communication skills. Ability to communicate complex information in a simple, customer-facing way. Language
None Travel
0% - 25% Physical, Mental Demands and Working Conditions
Position Type: Remote. Teaches/trains others regularly. Travels regularly between the office and various work sites. Works primarily out-of-office selling products/services. Physical work site required: lifting up to 10 pounds frequently; lifting 10 to 25 pounds occasionally; lifting 25 to 50 pounds rarely. Compliance and Ethics
This job description reflects the general nature and essential duties of the work performed by employees in this role. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required. This position adheres to the code of business conduct and company policies, and all applicable federal and state laws, rules, and regulations. Employees may have access to confidential information and must comply with HIPAA and the company's privacy and information security policies. This includes complying with the Health Insurance Portability and Accountability Act (HIPAA) and related privacy practices. Pay
Pay Range Minimum:
$19.01 Pay Range Maximum:
$24.19 Base pay is determined by qualifications, experience, expected contributions, internal equity, market conditions, and location-based considerations. Salary ranges may vary by geographic area. EEO and Accessibility
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on protected status and ensure equal opportunity for all. We strive to make this site accessible; for accessibility assistance, contact HR Services Online at HRServices@highmarkhealth.org. For accommodation requests, please contact HR Services Online.
#J-18808-Ljbffr