Escalation Coordinator

The Escalation Coordinator will support and manage the resolution process that are received via inbound call or escalation in a timely and professional manner. This position will manage difficult and complex customer and inter-departmental situations that need strong guidance and resolution. The Coordinator will communicate with, escalate to, and consult with the various departments as needed and should be able to execute with a high degree of success in integrating and solving member and provider inquiries regarding complex inquires. This position will be the Special Person of Contact (SPOC) for dealing with escalated calls from customers.

Leads/coaches specialists in response to customer issues, complex inquiries, and difficult situations.

Recommends to supervisor or manager how to address deficiencies.

Provides immediate feedback to supervisors and managers of individual performance issues.

Resolves product or service problems, determines the cause of the problem, selects and explains the best solution to solve the problem, expedites correction or adjustment; follows up to ensure resolution.

Ensures that all customer escalations and complaints are managed to excellent professional standards and within Delta Dental’s terms and policies.

Participates in team meetings, discussions and other activities as required in order to support the team and improve the quality of the operation.

Obtains and examines all relevant information to assess validity of complaints and to determine possible causes in a timely and efficient manner

Develops rapport with customers and keeps them updated

Minimum Qualifications

1+ years of experience w/High School

Additional Experience

Experience in customer service, provider service, health service, or dental in a managed care or healthcare environment handling escalated or complex issues

Knowledge, Skills, Abilities

Knowledge of dental terminology and dental claim processing, procedures, and guidelines.

High level of attention to detail

Strong interpersonal and communications skills to work effectively with all levels of staff

Strong organizational, time management, and communication skills

Ability to make effective business recommendations and develop methods and procedures to improve department’s effectiveness and efficiency.

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 15. $40,500 - $84,800