Dental Customer Service Rep

Mutual of Omaha is seeking a Dental Customer Service Representative to support dental providers, members, and policyholders. The role handles inbound and outbound inquiries, researches and resolves routine questions about benefits, claims, and payments, and collaborates with internal teams while escalating complex issues as needed.

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:

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• 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
• 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
• health, dental, or insurance background preferred
• Planning and organizing skills with the ability to set priorities
• Basic product knowledge of assigned area
• Knowledge of medical terminology