Role Description Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience. - Servicing our Dental and Vision inbound callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area. - Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests. - Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution. - Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information. - Act as liaison between our organization and the client’s Member Services staff to resolve issues such as eligibility and filing appeals and grievances. - Provide updates to providers with questions regarding the status of their credentialing application. - Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available. - Ensure all calls are answered according to company and client guidelines. - Accurately document call information and resolution in our internal systems. - Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported. - Properly identify issues that need to be escalated appropriately to the leadership team. Additional Responsibilities: - Provide recommendations on system enhancements and process improvements to management. - Keep our Provider Relations team updated with provider manual discrepancies, change in locations or any other provider related issues. - Participate in departmental projects when applicable. Qualifications - High school diploma or equivalent. - 1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail. - Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook. - Ability to work occasional overtime as needed. - Excellent listening and communication skills. - Superior customer service skills including the natural ability to provide empathy. - Strong data entry/typing skills. - Strong navigation skills and the ability to multi-task. - Excellent attention to detail. - Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions. Requirements - 1+ years of job related customer service experience within the dental, vision or medical industry. - Previous experience working in a virtual environment. - Understanding of dental, vision and/or medical insurance terminology. Benefits - Fully remote opportunity. - Training schedule: 8:00am - 4:30pm Monday – Friday CST for the 1st 12 weeks. - Work schedule (after training): Multiple opportunities available with ranging start times from 7:00am CST to 10:30am CST Mon - Fri. - Hours of operation: 7:00am - 10:00pm CST Monday - Friday so shift could flex based on business need. - $2.00/hour differential on Mon/Tues. - Occasional evenings, weekends and holidays possible during Annual Medicare Open Enrollment: 10/1 - 3/31. - Exceptional professional growth in a fun rewarding environment.

• Proporcionar soporte directo a nuestros clientes resolviendo casos asignados • Extraer y manipular información de diferentes bases de datos • Identificar desviaciones operativas y llevar a cabo las acciones necesarias para resolverlas • Interactuar con otras áreas para asegurar la resolución de los casos asignados • Analizar datos disponibles para mejorar indicadores operativos y tableros de monitoreo • Asegurar un excelente servicio para nuestros clientes

• Provide direct support to clients by resolving assigned cases • Extract and manipulate information from various databases • Identify operational deviations and take the necessary actions to resolve them • Collaborate with other teams to ensure resolution of assigned cases • Analyze available data to improve operational metrics and monitoring dashboards • Ensure excellent service for our clients

Role Description The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills. - Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases. - Respond to all Customer requests in a timely and professional manner. - Instruct end users in the appropriate use of equipment, software, and/or reference materials. - Assist with all aspects of technical support, including on-site visits as needed. - Data entry (management of data) - accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols. Qualifications - Two-year Associate Degree (field related) or equivalent experience required. - Must have a minimum of 3 years helpdesk experience in a corporate environment, two years preferred. - Must have a comprehensive knowledge of computer hardware/software concepts. - This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools. - Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues. Benefits - Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. - Core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.