Customer Service Representative

Global Technical Talent is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. They are seeking a Customer Service Representative who will interact with customers to provide and process information in response to inquiries about products and services, ensuring superior customer service across various channels.

Responsibilities:

• Assist providers by resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, and claims attachments)
• Interpret and communicate accurate insurance coverage by having a comprehensive understanding of the process
• Thoroughly and completely document all customer interactions
• Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations
• Provide direction on the usage and benefits of self-service tools
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist
• Appropriately route inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role
• Respond to customer inquiries in a courteous and professional manner
• Research inquiries and consistently provide accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Respond to and resolve internal and external complex customer inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Resolve claim payment inquiries by researching and analyzing patient activity and determine appropriate action to be taken
• Take ownership of the resolution and set expectations for follow up
• Ensure resubmissions, stop payments, and voids are handled appropriately
• Meet or exceed individual, department, and client specific goals
• Understand and adhere to all administrative and contractual policies and procedures
• Contribute to the success of the organization by suggesting ways to improve the service delivery processes
• Other duties as assigned

Requirements:

• Experience utilizing multiple software applications simultaneously
• Ability to set up computer equipment and troubleshoot issues with minimal assistance
• Proven professional verbal and written communication skills
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to a fast-paced production environment
• Cooperative, professional, and effective interaction skills with co-workers, company staff, and visitors
• Critical thinking and problem-solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels
• Required to attend additional training as requested/deemed necessary
• Bilingual fluency in English and Spanish required
• High School Diploma or Equivalent required
• 2 years of experience in a high-volume customer service environment
• 1 year of experience in the health insurance industry
• Ability to work during the Open Enrollment season (November 1 through January 31) is mandatory
• Medical/Dental terminology knowledge experience
• Medicare/Medicaid knowledge
• Claims/Billing and coding experience
• Experience with Cisco phone system a plus