Remote Customer Service Representative (Dental Benefits)

Surency is a recognized company that values its employees and provides a supportive work environment. They are seeking a Remote Customer Service Representative to handle inbound calls regarding dental insurance benefits and claims while ensuring high-quality customer service and adherence to performance metrics.

Responsibilities:

• Answering a high volume of inbound phone calls, providing accurate information about dental insurance benefits and claims
• Listening attentively and asking questions to further determine the needs, requests, or concerns of subscribers and dental offices
• Thoroughly documenting calls to include contact information, nature of the call, and the resolution provided
• Utilizing multiple resources to research and resolve any issues related to the inquiry and providing a follow-up response
• Assisting with claims processing, including entry of claims, requesting information from customers, sending out refund requests, quarterly statements, and other communication as needed
• Answering calls or written inquiries regarding pre-tax spending accounts, such as health and dependent care Flexible Spending Accounts (FSAs), Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA) and other employee benefits (vision, COBRA, etc.)
• Exhibiting a positive, professional demeanor and tact throughout all calls
• Consistently adhering to all customer service performance metrics, such as call documentation, quality and accuracy of information provided, etc

Requirements:

• High school diploma, some college preferred
• Two years of experience in a high-volume customer service setting
• Excellent written and verbal communication skills with strong attention to detail
• Ability to thrive in a fast-paced, structured call center setting
• Ability to utilize various technology platforms for effective communication, problem solving, and relaying information to constituents
• Ability to understand and become knowledgeable of Release of Information policies and procedures and HIPAA regulations, completing work in compliance of these and other standards
• Intermediate skills in Microsoft Office and virtual communication applications such as Microsoft Teams, Zoom, etc
• Ability to quickly adapt and learn new technologies as they are implemented in the workplace
• Must reside in one of the following states: Kansas, Oklahoma, Missouri, Texas, Minnesota, Iowa, South Dakota, or Maryland
• Regular and predictable attendance
• Previous experience in healthcare/dental field, benefits claims, or consumer driven health plans is preferred