Customer Service Representative I

Delta Dental of Arizona, the state’s #1 dental and vision insurance company, is seeking a Customer Service Representative with strong communication and time management skills to join our Customer Service team in our Scottsdale, AZ office. In this role, Customer Service Representatives serve as the voice of Delta Dental of Arizona, providing accurate, timely information about coverage, claims, and general policy details to members and stakeholders.

Responsibilities:

• Manage incoming calls and customer service inquiries
• Provide outstanding customer service that meets the needs of the department standards and performance metrics
• Demonstrate exceptional verbal and written communication
• Build relationships and trust with customers through open and interactive communication
• Learn, retain, and effectively use appropriate systems, programs, and dental knowledge to resolve inquiries
• Access and utilize reference material and other resources to analyze and determine appropriate responses to complex telephone, electronic, and written inquiries
• Create thorough call documentation and follow up on open calls to ensure resolution is achieved within agreed upon standards
• Continuously evaluate and identify opportunities to drive process improvement that increase customer satisfaction
• Must clock in and out as scheduled

Requirements:

• High school diploma or equivalent
• Excellent communication and customer service skills
• Minimum 1 year of phone or in-person customer-service experience
• Exceptional time management skills required
• Ability to maintain strict confidentiality in accordance with DDAZ policies and HIPAA regulations
• Ability to perform routine mathematical computations and calculations
• Evaluate/interpret dental records and plan documents
• Excellent communication skills
• Preferred experience with CRM software, basic knowledge of internet usage, MS Office Programs
• Knowledge of dental and insurance terminology and practices is preferred
• Knowledge of insurance reimbursement practices, deductibles, coordination of benefits, explanation of benefits, and dental terminology/coding is desired
• Customer service experience is a plus!
• Spanish language skills are a plus