Company: United Concordia Dental

Job Description:

JOB SUMMARY This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.

ESSENTIAL RESPONSIBILITIES

Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
Meet all production, quality, and adherence standards.
Attends all required training classes.
Elevate issues to next level of supervision, as appropriate.
Maintain accurate records, including timekeeping records.
Other duties as assigned or requested.

EDUCATION

Required: High School Diploma or GED
Substitutions: None
Preferred: None

EXPERIENCE

Required: 6 months of Customer Service in a customer facing role
Preferred: Customer Service in a call-center environment, Customer Service in a Healthcare related call-center environment strongly preferred

LICENSES or CERTIFICATIONS

Required: None
Preferred: None

SKILLS

Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards. Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally. Ability to take direction and to navigate through multiple systems simultaneously. Ability to maintain composure under stressful and fast-paced conditions. Strong written and verbal communication skills. Ability to communicate complex information in a simple, customer facing way.

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type: Office-based

Teaches/Trains others regularly: Rarely
Travels regularly from the office to various work sites or from site-to-site: Does Not Apply
Works primarily out-of-the office selling products/services (Sales employees): Does Not Apply
Physical Work Site Required: No
Lifting up to 10 pounds: Constantly
Lifting 10 to 25 pounds: Rarely
Lifting 25 to 50 pounds: Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range

Minimum: $19.39
Maximum: $24.19

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org.

California Consumer Privacy Act Employees, Contractors, and Applicants Notice: Highmark Health is a national, blended health organization that includes one of America’s largest Blue Cross Blue Shield insurers and a growing regional hospital and physician network. Based in Pittsburgh, Pa., Highmark Health’s 35,000 employees serve millions of customers nationwide through the nonprofit organization’s affiliated businesses, which include Highmark Inc., Allegheny Health Network, HM Insurance Group, United Concordia Dental, HM Health Solutions and HM Home & Community Services. Highmark Health’s businesses proudly serve a broad spectrum of health-related needs including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative, technology solutions.