[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Global Technical Talent is recruiting for a confidential client for a customer service role supporting insurance products and services. The representative handles customer and provider inquiries, researches coverage and claims issues, documents interactions, and helps members access dental care.

Responsibilities

• Assist providers by resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, and claims attachments)
• Interpret and communicate accurate insurance coverage by having a comprehensive understanding of the process
• Thoroughly and completely document all customer interactions
• Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations
• Provide direction on the usage and benefits of self-service tools
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist
• Appropriately route inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role
• Respond to customer inquiries in a courteous and professional manner
• Research inquiries and consistently provide accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Respond to and resolve internal and external complex customer inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Resolve claim payment inquiries by researching and analyzing patient activity and determine appropriate action to be taken
• Take ownership of the resolution and set expectations for follow up
• Ensure resubmissions, stop payments, and voids are handled appropriately
• Meet or exceed individual, department, and client specific goals
• Understand and adhere to all administrative and contractual policies and procedures
• Contribute to the success of the organization by suggesting ways to improve the service delivery processes
• Other duties as assigned

Skills

• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Ability to set up computer equipment and troubleshoot issues with minimal assistance
• Proven professional verbal and written communication skills
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to a fast-paced production environment
• Cooperative, professional, and effective interaction skills with co-workers, company staff, and visitors
• Critical thinking and problem-solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels
• Experience utilizing multiple software applications simultaneously
• High School Diploma or Equivalent
• 2 years of experience in a high-volume customer service environment
• 1 year of experience in the health insurance industry
• Medical/Dental terminology knowledge experience
• Medicare/Medicaid knowledge
• Claims/billing and coding experience
• Experience with Cisco phone system a plus

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund
• Remote

Company Overview