Associate Customer Advocate (Federal)

Claims Research RepresentativeTo 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. ResponsibilitiesRespond 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 QualificationsEffective 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. Additional InformationBehind 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 employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A. About the TeamAt Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie. Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us! Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands. The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company. Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies. Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. *Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York