Associate Customer Advocate (Federal)

To research claim status, billing and verify eligibility as requested by telephone/written inquiries. In addition, have the ability to communicate policies. Complete enrollments, account adjustments for current and prospective members.

Responsibilities:

• Respond to basic claim status phone and written inquiries & requests from potential enrollees/enrollees/providers via various mechanisms. Forward unresolved inquiries to grade V employees for resolution.
• Sets up forms for making key changes and edits; billing/premium collection, eligibility for enrollment, modification to existing members accounts
• Expediently accesses a variety of hard copy and on-line systems or applications to analyze; forwards screened inquiries to Grade V or appropriate departments for follow-up; performs updates and processes transactions via PC application or on-line system
• Process enrollment transactions and changes
• Maintain personal daily performance standards/requirements
• Participates in training programs
• Participate in the marketing programs and/or outreach to all customers, including subscribers, potential subscribers, and dental professionals

• Effective oral communication skills to handle sensitive incoming customer calls with emphasis on customer retention
• Customer service-oriented skills and attitude for internal customers
• Self-motivated and team-oriented
• PC skills and keyboarding skills to efficiently handle incoming inquiries
• High school diploma or GED and one year dental, call center/customer service or Dental Assisting certificate or two years of dental office and/or training; or equivalent combination of education and experience
• MS Word & Excel
• MS Office Professional preferred
• Ability to professionally represent Delta by clearly communicating complex policies and procedures to our customers
• Ability to manage stress
• Ability to adhere to performance standards as defined by management
• Ability to handle multiple concurrent tasks during emotional interfaces with customers
• Ability to complete training requirements
• Ability to respond to requests by customers in a professional and positive manner
• Ability to prioritize work and follow through
• Ability to handle detailed work
• Ability to sit or stand 7 hours per day
• Ability to respond quickly and accurately to questions
• Ability to handle constant customer contact/forced workflow distribution
• Ability to work expanded business hours, including early morning, late evening, and weekends
• Ability to handle change management philosophy
• Ability to hear voice communications
• Ability to type 30 WPM
• Ability to speak English clearly to communicate with external/internal customers
• Visual acuity to read computer screens and claim forms
• Ability to reach and twist to access reference materials and forms
• Ability to wear a headset during working hours
• Ability to complete CS skills training and testing
• Ability to pass position test if applicable
• Must be able to work regular overtime as required

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program