Dental Customer Service Rep

Mutual of Omaha is an insurance company providing dental products and services to providers, members, and policyholders. The Dental Customer Service Representative handles inbound and outbound inquiries about dental benefits, claims, and payments, researches and resolves routine issues, and escalates complex matters when needed. The role also supports customer retention through accurate, empathetic service and collaboration with internal teams.

Responsibilities:

• Handle both outbound and inbound calls from Dental providers, members, and policyholders regarding dental benefits, claims, and payments, delivering accurate and empathetic service
• Research, analyze, and resolve routine inquiries using multiple systems, policies, and reference materials, escalating sensitive or complex issues as needed
• Explain claim status, benefit determinations, and payment details clearly, placing outbound calls only when follow-up or clarification is required
• Collaborate with internal teams and apply problem-solving skills to resolve discrepancies and turn service issues into positive experiences
• Stay current on dental terminology, benefit plans, regulations, and internal processes while managing priorities efficiently in a fast-paced environment

Requirements:

• Strong oral and written communication skills with the ability to deliver thorough, high-quality customer service and sound judgment
• Minimum 1 year of customer service or contact center experience; health, dental, or insurance background preferred
• Basic knowledge of dental insurance products and familiarity with medical/dental terminology
• Proficient in using multiple computer systems simultaneously, with strong typing, documentation, and multitasking skills, while managing high call volume
• Detail-oriented, adaptable, and analytical, with a commitment to privacy (HIPAA), regulatory compliance, and flexible scheduling requirements
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico
• Planning and organizing skills with the ability to set priorities
• Basic product knowledge of assigned area
• Knowledge of medical terminology