Customer Care Analyst

Job DetailsJob Location: Florida and Oklahoma - FLPosition Type: Full TimeLiberty Dental Plan is hiring a Customer Care Analyst to take care of our members and their needs!

The Customer Care Analyst serves as a confidential, neutral resource for members, ensuring fair treatment and helping resolve conflicts efficiently. You will manage dissatisfaction calls, grievances, exempt grievances, appeals, second opinions, and other escalated inquiries—accurately documenting each case in HSP while collaborating closely with Member Services, Grievance & Appeals, Dental Consultants, and internal partners.
 

Please note:

This is a fully remote position, but candidates must reside in Oklahoma or Florida 
Healthcare or dental industry experience is required

 


What You’ll Do

Member Support & Communication


Educate members on their rights, responsibilities, and available covered dental services
Provide clear guidance on the complaint and appeals process
Respond to inquiries within established turnaround times (72 hours; 24 hours for emergencies)
Compose professional and comprehensive written responses


Case Management & Documentation


Categorize, track, and document cases accurately in HSP
Analyze and review previous day’s call tracking for trends and corrective actions
Collaborate with Grievance and Appeals, Compliance, Management Teams, and Dental Consultants


Operational Excellence


Support inbound and outbound call needs
Process emails, two‑way chat messages, and other communication channels
Assist the call center with training, help desk support, and performance guarantees
Ensure full compliance with corporate policies and regulatory guidelines



What Makes You Successful in This Role


Strong communication skills—both written and verbal
Ability to remain neutral, calm, and solution‑oriented
Sound judgment and reasoning skills to route and resolve cases appropriately
Commitment to handling sensitive information with confidentiality
Drive to achieve first‑call resolution whenever possible



Education & Experience

Required


High school diploma or GED
Minimum 1 year of customer service experience, preferably in a call center
Ability to pass a Florida Level 2 background check


Preferred


Bachelor's degree
Previous dental experience
Experience with:

HSP, Meditrac, & CRM
Dental terminology
Claims/referral processing


Conflict resolution experience



Skills You Bring


Advanced knowledge of HSP and dental terminology
Strong working knowledge of Microsoft Excel and Outlook
Ability to compose clear, comprehensive written responses
Experience in conflict resolution and escalated case handling
Strong analytical and decision‑making skills

Location

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.


Please note:

This is a fully remote position, but candidates must reside in Oklahoma or Florida 
Healthcare or dental industry experience is required

 

 

What Liberty Offers

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.

We offer a first-class benefits package that includes:



Comprehensive medical coverage through Anthem, with affordable premiums and multiple plan options - including an HDHP with HSA eligibility.


100% employer-paid dental insurance and low-cost vision coverage for employees and dependents.


401(k) retirement plan with immediate vesting, employer match, Roth option, and access to professional financial advice.


Short-term disability and a variety of voluntary benefits, including accident, critical illness, and hospital indemnity insurance.


Generous paid time off, including vacation and sick leave with rollover options, plus 10 paid company holidays and a wellness day.


Additional benefits including company-paid life insurance, tuition reimbursement, an employee perks program, and flexible work options for eligible positions.



 

Compensation

In the spirit of pay transparency, the base salary range for this position is $19.00 - $25.00 per hour, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.

Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for fut