The Escalation Coordinator will support and manage the resolution process that are received via inbound call or escalation in a timely and professional manner. This position will manage difficult and complex customer and inter-departmental situations that need strong guidance and resolution. The Coordinator will communicate with, escalate to, and consult with the various departments as needed and should be able to execute with a high degree of success in integrating and solving member and provider inquiries regarding complex inquires. This position will be the Special Person of Contact (SPOC) for dealing with escalated calls from customers.
Responsibilities:
- Leads/coaches specialists in response to customer issues, complex inquiries, and difficult situations.
- Recommends to supervisor or manager how to address deficiencies.
- Provides immediate feedback to supervisors and managers of individual performance issues.
- Resolves product or service problems, determines the cause of the problem, selects and explains the best solution to solve the problem, expedites correction or adjustment; follows up to ensure resolution.
- Ensures that all customer escalations and complaints are managed to excellent professional standards and within Delta Dental's terms and policies.
- Participates in team meetings, discussions and other activities as required in order to support the team and improve the quality of the operation.
- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes in a timely and efficient manner
- Develops rapport with customers and keeps them updated
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Qualifications:
- 1+ years of experience w/High School
- Experience in customer service, provider service, health service, or dental in a managed care or healthcare environment handling escalated or complex issues
- Knowledge of dental terminology and dental claim processing, procedures, and guidelines.
- High level of attention to detail
- Strong interpersonal and communications skills to work effectively with all levels of staff
- Strong organizational, time management, and communication skills
- Ability to make effective business recommendations and develop methods and procedures to improve department's effectiveness and efficiency.
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $40,500 - $84,800
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- 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
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
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