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Customer Advocate

Delta Dental of California
medical insurance, dental insurance, vision insurance, paid time off, tuition reimbursement, 401(k), employee discount
United States, California, Rancho Cordova
April 16, 2024
JOB DESCRIPTION The Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding eligibility, benefits, and claims status while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service. RESPONSIBILITIES Analyze and respond to complex telephone and written inquiries regarding eligibility, benefits, claims status, policies and procedures to office professionals, groups, covered members and brokers, providing superior customer service at all times. Expediently access reference materials to analyze and determine appropriate responses to inquiries, ensuring timely, one-call resolution is achieved whenever possible. Utilize contact tracking functionality to follow up on open calls and ensure resolution is achieved within agreed upon standards. Document each customer encounter or resolution in appropriate computer tracking system. Accurately complete contact service forms and route to appropriate department. Identify and report any critical or reoccurring customer service issues to Supervisor. Participate in training programs, as designated. This list is not all-inclusive and you are expected to perform other duties as requested or assigned QUALIFICATIONS A minimum of one or more of the following: 18 months of contact center or dental claims adjudication experience in a dental insurance environment; or 9 months experience as a level 1 representative in the Enterprise Contact Center; or Dental assisting certificate; or 2 years dental office or dental lab experience; Required to pass position test(s). 1+ years of experience w/High School Exceptional customer service skills Ability to handle constant customer contact through forced workflow distribution. Interpersonal and communications skills to work effectively with a variety of customers and levels of staff. Strong organizational/time management skills and multi-tasking abilities. Ability to maintain confidentiality of internal and external customer information. Ability to perform basic mathematical calculations. Ability to understand and retain detailed information. Ability to problem solve and use critical thinking skills. Ability to deescalate customer calls and handle conflict resolution. Ability to prioritize and follow through. Knowledge of or ability to learn basic dental terminology and procedures. Must be able to work overtime as required. PC skills including internet and windows-based applications Knowledge, Skills, Abilities 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. $21.27 - $27.72 ADDITIONAL INFORMATION Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes: Generous paid time off plus 12 holidays and your birthday off! Low-cost premium medical insurance options 100% paid dental and vision insurance Generous 401(k) matching and flat contribution Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually Employee LiveWell program, focusing on overall employee well-being Fertility and diabetes benefits Employee discount program: AT&T/Verizon, entertainment, travel, and more! Culture of learning: career development and tuition reimbursement Career growth: we love promoting from within Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #LI-Hybrid ABOUT THE TEAM At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered. If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution! To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on and #LifeatDDins on and , Delta Dental Ins. on and Delta Dental Ins. on . We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country. Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 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 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 If You Are A Current Employee To Apply