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Customer Experience Specialist - Stevens Point, United States - Delta Dental of Wisconsin
4 weeks ago
Description
** Customer Experience Specialist**
**Job Category****:** Operations **Requisition Number****:** CUSTO001307 Showing 1 location **Job Details**
**Description**
Delta Dental of Wisconsin is growing, come Grow with Us The Customer Experience Specialist is responsible for providing front line service to promote a positive customer experience while responding to telephone, email, secure message and web chat inquiries from members, provider office staff, agents/brokers and employers.
Training is very thorough, customized and fun too Grow your skills for promotional opportunities and cross-train into other areas for a broad foundation of knowledge. Delta Dental of Wisconsin offers a comprehensive benefit package which includes health and dental insurance, employer match within our 401(k) retirement plan, and a generous Paid Time Off program. You do not want to miss this opportunity, apply today.
**Essential Duties and Responsibilities**
Respond promptly and professionally to inquiries from members, provider office staff, agents/broker and employer group representatives via telephone, email, secure message and web chat inquiries within established performance standards
Manage all transactions within established policies and procedures to ensure HIPAA compliance
Adherence to occupancy and efficiency standards in order to meet customer performance guarantees
Request adjustments to paid claims
Manage coordination of benefit process
Participate in team meetings
Actively support Delta Dental of Wisconsins mission, values and fundamentals
**Non-Essential Duties and Responsibilities**
Participate in structured problem-solving methods to resolve issues through proven Lean techniques
Peer train team members in system navigation, technical competencies and contact center procedures
Special projects and other duties as assigned
**Education/Experience/Personal Requirements**
High school diploma or equivalent
Two years customer service experience
Insurance or inbound call center experience preferred
Ability to operate a computer keyboard, mouse, and to handle other computer components
Demonstrated proficiency with MS Office Suite applications
Strong interpersonal, written and oral communication skills
Self-motivated and directed
Analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Must be well-organized and attentive to detail
Strong customer service orientation
Experience working in a team-oriented, collaborative environment
Demonstrated knowledge of HIPAA privacy and security regulations in order to transact business (training provided)
**Physical Demands**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Repetitive motion: Substantial movements (motions) of the wrists, hands and/or fingers
Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling
Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
Visual Acuity: The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
**Work Conditions**
The work conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General office working conditions which may require sitting for extended periods of time
Travel required <5%
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Required**
**2 years:** Customer Service
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)
