This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels. - Resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, claims attachments). - Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information. - Thoroughly and completely documenting all customer interactions. - Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations. - Educating on the usage and benefits of self-service tools. - Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist. - Directing inquiries to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role. - Responding to customer inquiries in a courteous and professional manner. - Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions. - Responding to and resolving internal and external complex customer inquiries. - Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken. - Taking ownership of the resolution and setting expectation for follow up. - Ensuring resubmissions, stop payments, and voids are appropriately handled. - Meeting or exceeding individual, department, and client specific goals. - Understanding and adhering to all client administrative and contractual policies and procedures. - Suggesting ways to improve the service delivery processes contributing to the success of the organization. - Other duties as assigned. Qualifications - High School Diploma or Equivalent - 2 years experience in a high volume customer service environment - Experience in healthcare or related industry experience preferred - Ability to multi-task using multiple applications simultaneously - Ability to set-up computer equipment and troubleshoot issues with minimal assistance - Professional verbal and written communication skills - Ability to 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 pace production environment - Cooperative, professional and effective interaction skills - Critical thinking and problem solving skills - Ability to tolerate repetitive work without compromising accuracy and service levels - Attend additional training as requested/deemed necessary Requirements - Medical/Dental terminology knowledge experience preferred - Medicare/Medicaid knowledge preferred - Claims/Billing and coding experience preferred Benefits - Medical, Dental, and Vision insurance - 401(k) Retirement Savings Plan - Paid Time Off - Paid T-Mobile cell service - $500.00 Employee referral program - Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!!)

• Model vision statement and excellence in customer service • Communicate with Student Pastors and Kids Ministers in preparation for camp • Promptly answer emails and phone calls • Review and organize required documents and paperwork • Proactively remind churches about approaching deadlines • Manage multiple databases • Contact customers with missing release forms or missing information • Be available to answer questions regarding camp prep paperwork from customers, Student Life Camp office staff, and summer staff - primarily the Office Director • Communicate effectively with supervisors and other Camp Support Specialist team members in a remote setting

• Respond to inbound customer calls, emails, and messages in a polite, friendly, and professional manner. • Provide accurate, valid, and complete information to customers. • Resolve customer issues and complaints efficiently and professionally. • Identify and assess customers' needs to achieve satisfaction. • Troubleshoot and resolve customer issues by providing appropriate solutions. • Escalate unresolved issues to higher-level support when necessary. • Maintain clear, concise, and courteous communication with customers. • Document all interactions and maintain accurate records of customer issues and resolutions. • Provide timely and effective follow-ups to ensure customer satisfaction. • Stay updated on product knowledge, company policies, and procedures. • Utilize available resources and tools to provide accurate information to customers. • Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores. • Continuously strive to improve efficiency and effectiveness in handling customer inquiries. • Work collaboratively with team members and other departments to resolve customer issues.

• Generate incident tickets in JIRA Service Desk • Provide application troubleshooting to resolve customer incident including walking the customer through error reporting and creating screenshots • Update Knowledge Base to support troubleshooting • Follow up on outstanding requests and ensure timely resolution • Escalate to Tiers 2 and 3 as needed based on escalation procedures • Identify requests that are system enhancements, document and escalate to manager for review • Additional duties and responsibilities as assigned