* Responsible for receiving inbound calls from prospective enrollees for individual dental insurance products.
* Asks questions to understand customer needs and recommends product options based on those needs and explains plan costs and benefits.
* Completes new applications, guides caller through payment options, and refers to other sources of information if needed.
* Completes the sale and forwards new customer information to the enrollment function.
* Also acts as a Customer Service Representative II (D2C) to respond to existing customer inquiries to research and respond to complex customer telephone, electronic, or written issues regarding eligibility, benefits, provider search, claims and enrollment and billing with emphasis on customer education, satisfaction and retention, and problem resolution.
* Utilize your exceptional customer service skills by receiving inbound calls from prospective customers for individual dental insurance products as well as assist with service-related calls and inquiries from existing enrollees
* Your sales skills will be an asset as you recommend product options based on customer needs, guide them through different payment options and complete the sale
* We will train you so you feel confident explaining components of plan rate information, respond to telephone, electronic and written inquiries with an emphasis on sales activities and customer retention
* Proactively respond to electronic and written inquiries from inquiring prospects or leads
* Perform eligibility verifications for specific programs such as third party payers
* Keep us organized by tracking and documenting your customer interactions and resolution in our computer systems and adjust claims as necessary based upon findings
* Meet and maintain production standards, counts, and inquiry response as appropriate
* Challenge yourself as you expertly handle complex calls such as enrollment and billing questions that require research and analysis in order to provide resolution to customer
* Performs miscellaneous duties as assigned
Skills/Experience:
Job Requirements:
* A high school diploma or GED is preferred, but candidates with proven experience will not be excluded from consideration
* Insurance sales license, per state DOI regulations, e.g. Life, Accident, Sickness
* 4 years successful customer service sales work experience within a call center or related heavy customer contact experience
* Pass basic computer, telephone skills and math assessment
* Ability to handle constant customer contact/forced workflow distribution
* Strong leadership, organizational/time management skills and multi-tasking abilities
* Detail-oriented; flexible and creative
* Ability to learn and retain new processes (i.e. contact center policies, procedures and guidelines)
* Dental assisting certificate, 2 years dental office or dental lab experience, 1 year contact center experience in a dental insurance environment, or 1 year dental claims adjudication experience a plus but not required
Required Skills:
Desired Skills:
Degree Requirements:
Certification Requirements:
Agent must have an active Health License from any of the 50 States
Work Schedule (Shift/Work Hours):
Work Hours:
Training: 9:00 AM 6:00 PM EST
Post-training: 12:00 PM 9:00 PM EST
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