Dental Customer Service Representative

Answers telephone calls using an automated system and responds to basic customer questions and/or forwards to appropriate personnel and provides consultancy utilizing knowledge and expertise on insurance and healthcare, and/or forwards calls to appropriate personnel. Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation. Interfaces with team members, management, and customers in reference to customer service issues. Reviews and recommends modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions. Maintains composure in escalated situations. Operates accurately and efficiently in a fast-paced environment. Handles multiple responsibilities at one time. Conducts outbound calls to members in response to customer direction or other business needs.