Customer Experience Rep
Location: Naperville, IL
Compensation: $20-$22/hr
Benefits: Medical/Dental/Vision Summary
This role is responsible for assisting members, providers, brokers, and administrators with dental claim inquiries while ensuring accurate claim processing and a high level of customer service. Responsibilities
- Provide excellent customer service by responding to verbal and written inquiries from subscribers, providers, brokers, and group administrators
- Handle 80 – 100 inbound calls
- Troubleshoot and resolve dental claim-related questions and concerns
- Process claims adjustments during customer calls and throughout the workday
- Review and process claim that require manual review after failing automated system edits
- Maintain and track documentation related to adjustment requests, check investigations, overpayment letters, and electronic forms
- Complete daily logs, reports, and documentation accurately and on time
- Support special projects and administrative tasks as assigned
- Assist with training and supporting new team members as needed
- Follow company policies and guidelines related to Electronic Protected Health Information (EPHI)
- Maintain consistent attendance, punctuality, and performance standards
- Provide feedback to leadership and team members to help improve processes and team performance.
- High School Diploma or equivalent required
- Strong customer service and problem-solving skills
- Excellent verbal and written communication skills
- Strong computer and data entry skills, with the ability to work in a call center or ACD environment with performance goals
- Knowledge of insurance reimbursement processes, including deductibles, maximums, coordination of benefits (COB), and dental terminology
- Ability to manage multiple tasks and work independently in a fast-paced environment
- Strong organization skills and attention to detail.
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