Remote Customer Service Representative (Dental Benefits)

Surency is recognized as one of the best places to work and is seeking a Remote Customer Service Representative for their dental benefits division. The role involves answering inbound calls, providing information about dental insurance benefits, assisting with claims processing, and ensuring excellent customer service.

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