Company :
United Concordia DentalJob Description :
GENERAL OVERVIEW:
Handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.
This position is for Bilingual candidates - if you are interested in this opportunity but do not have these skills please apply to J159227.
ESSENTIAL RESPONSIBILITIES:
- Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
- Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
- Meets all production, quality, and adherence standards. Attends all required training classes.
- Elevates issues to next level of supervision, as appropriate.
- Maintains accurate records, including timekeeping records.
- Other duties as assigned or requested
QUALIFICATIONS:
Minimum:
- High School Diploma or GED required for all levels.
- 1-2 years customer service experience in a call center preferred with healthcare customer service strongly preferred.
- Due to Department of Defense (DoD) contract requirements, the incumbent who fills this position must be a US citizen, and must also pass a background check.
Preferred:
- Fluent in Spanish and English
- Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
- Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
- Ability to take direction and to navigate through multiple systems simultaneously.
- Ability to maintain composure under stressful and fast-paced conditions.
- Strong written and verbal communication skills.
- Ability to communicate complex information in a simple, customer facing way.
ADDITIONAL INFORMATION
Training Schedule 6 weeks Monday - Friday 8:00 AM - 4:30 PM
Work Schedule Monday - Friday 11:30 AM - 8:00 PM
Bilingual: Spanish - required.
Job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours.
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