Associate Customer Advocate (Federal)

To research claim status, billing and verify eligibility as requested by telephone/written inquiries. In addition, have the ability to communicate policies. Complete enrollments, account adjustments for current and prospective members.

• Respond to basic claim status phone and written inquiries & requests from potential enrollees/enrollees/providers via various mechanisms. Forward unresolved inquiries to grade V employees for resolution. 
• Sets up forms for making key changes and edits; billing/premium collection, eligibility for enrollment, modification to existing members accounts 
• Expediently accesses a variety of hard copy and on-line systems or applications to analyze; forwards screened inquiries to Grade V or appropriate departments for follow-up; performs updates and processes transactions via PC application or on-line system 
•   Process enrollment transactions and changes 
• Maintain personal daily performance standards/requirements 
•  Participates in training programs 
• Participate in the marketing programs and/or outreach to all customers, including subscribers, potential subscribers, and dental professionals

• Effective oral communication skills to handle sensitive incoming customer calls with emphasis on customer retention
• Customer service-oriented skills and attitude for internal customers
• Self-motivated and team-oriented
• PC skills and keyboarding skills to efficiently handle incoming inquiries
• High school diploma or GED and one year dental, call center/customer service or Dental Assisting certificate or two years of dental office and/or training; or equivalent combination of education and experience
• MS Word & Excel
• MS Office Professional preferred
• Ability to professionally represent Delta by clearly communicating complex policies and procedures to our customers
• Ability to manage stress
• Ability to adhere to performance standards as defined by management
• Ability to handle multiple concurrent tasks during emotional interfaces with customers
• Ability to complete training requirements
• Ability to respond to requests by customers in a professional and positive manner
• Ability to prioritize work and follow through
• Ability to handle detailed work
• Ability to sit or stand 7 hours per day
• Ability to respond quickly and accurately to questions
• Ability to handle constant customer contact/forced workflow distribution
• Ability to work expanded business hours, including early morning, late evening, and weekends
• Ability to handle change management philosophy
• Ability to hear voice communications
• Ability to type 30 WPM
• Ability to speak English clearly to communicate with external/internal customers
• Visual acuity to read computer screens and claim forms
• Ability to reach and twist to access reference materials and forms
• Ability to wear a headset during working hours
• Ability to complete CS skills training and testing
• Ability to pass position test if applicable
• Must be able to work regular overtime as required
  
  
  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. 
  Pay Grade 3. $21.24 Hr.

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster 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

Fair Chance Ordinances and Criminal Background Considerations  This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employm