Job description

We have an opening for a full-time or part-time Customer Service Representative to work at our South Clinic, 2971 Chapel Valley Road, Madison, WI 53711, Monday through Friday. Earn a $1000 signing bonus.
Position Summary
The primary function of the Customer Service Representative (CSR) position is to provide timely, accurate and friendly assistance to members, providers, clients and internal customers via telephone, web, written correspondence and in person. Answers inquiries and provide information related to benefit and eligibility, plan limits and exclusions, authorization and claim status, and resolve issues according to established guidelines and procedures. Sets up new enrollment accounts.

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Typical Physical Demands*
Work may require sitting for long periods of time; frequent standing and then sitting; also stooping, bending and stretching for files and supplies. Occasionally lifting supplies. Requires manual dexterity sufficient to operate a keyboard on a regular basis, operate a calculator, telephone, copier, and other office equipment as necessary. Requires ability to negotiate under stressful conditions.

Typical Working Conditions
Interaction with others is frequent and often disruptive. Primarily indoor office environment with some exposure to moderate noise from equipment and telephones. May encounter some glare on computer screen. Frequent contact with employees, customers/clients and outside vendors.

Essential Functions and Responsibilities
Respond to high volume telephone inquiries from members, providers and clients regarding dental coverage.
Provide accurate and friendly assistance via telephone, web, written correspondence and in person responding to inquiries related to benefit and eligibility, plan limits and exclusions, authorization and claim status, and resolve issues according to established guidelines and procedures in a timely and accurate manner.
Documenting efficient and accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken into the data management system.
Project a professional company image through interaction with others.
Establish a rapport and identify the reason for the inquiry using skilled questioning, listening and communication techniques.
Ability and willingness to remain at the assigned work station and follow a structured schedule to meet customer call volume requirements.
Maintain insurance knowledge in the dental field.
Examine all pertinent resources, interpret validity of complaint/inquiry, and clearly and accurately advise of the appropriate action for resolution.
Identify and report situations which could have a negative impact to the organization and take action to alleviate.
Contact other carriers or provider offices as necessary.
Comply with State and Federal regulations and mandates
Must work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments and customers.
Process dental claims as needed.
Performs other duties as assigned.
Qualifications
High School diploma or equivalent required.
Minimum of two years experience in a customer service/call center environment.
Dental Insurance experience preferred.
Experience and/or knowledge in dental or clinical setting a plus.
Ability to communicate effectively verbally & written with skill answering questions and explaining benefit coverage to members and providers.
Demonstrated prioritization, problem-solving, organizational skills and detail-oriented mindset required.
Capable of making decisions based on set guidelines and parameters required.
Good human relations skills to deal effectively with customer issues in a professional manner.
Effective listening skills and the ability to identify the specific nature of the inquiry.
Proficient in computer window-based programs (MS Office applications, i.e. Microsoft Word and Excel) and the ability to navigate through multiple computer applications. CRM experience a plus.
Ability to prioritize workload, multi-task and function independently ensuring timely and accurate completion of duties required.
Strong interest and commitment to providing excellent customer service both to participants and internal/external customers required.
Ability to function effectively, contribute and adapt to a growing, fast paced environment.

Job Type: Full-time

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