Job Description
We are seeking an experienced Dental Customer Service Representative to join the team at ACS Benefit Services, a subsidiary of Blue Cross NC. You will be responsible for handling incoming calls from members, providers, brokers and group administrators to verify eligibility, verify benefits, explain EOB’s, research claim payments and answer general questions in a call center environment.
About ACS Benefit Services:
With over four decades as a leading third-party administrator, ACS takes pride in customizing health plans that meet employer groups' needs. Our sole focus is providing the most innovative products and services available in the self-funded marketplace—all backed with the highest level of customer support.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Shift: 7.5 hrs/day, Flex hours between 8:00 am to 6:00 pm
Monday through Friday, occasional OT
*** Candidates must reside in the Eastern or Central US Time Zones. No other times zones or countries will be considered ***
Minimum Qualifications:
High School Graduate or General Education Degree (GED)
At least 2 years of related customer service experience
Bilingual – fluent in both Spanish and English, spoken and written word
Dental terminology experience, preferred
Knowledge, Skills and Abilities:
Excellent verbal and written communication skills required.
Ability to utilize the available time to organize and complete work within given deadlines.
Ability to work independently with minimal supervision.
Ability to communicate clearly and concisely in spoken and written word.
Ability to take care of the customers’ needs while following company procedures.
Ability to pay attention to the minute details of a project or task.
Ability to get along well with a variety of personalities and individuals.
Ability to remain calm under pressure
Essential Functions:
Confer with customers by telephone to provide information about dental services, eligibility and plan benefits
Ensure department metrics are met by call volume and minimum talk time. Call monitoring must verify the minimum number of errors and customer complaints.
Remain calm when speaking with irate customers.
Keep records of customer interactions and transactions, recording details of inquiries, complains, and comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers’ problems.
Refer unresolved customer grievances to designated departments for further investigation.
Documents all calls in a clear and concise manner.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as eligibility, and handle claims questions regarding payments or denials
Review dental insurance policy terms in order to determine whether a particular service is covered by insurance.
Physical Demands:
Work Environment:
Benefits:
ACS strives to be a preferred employer in the Piedmont Triad area of North Carolina. Just as we focus on being accessible, caring, and trustworthy providers of our TPA services, we want to provide a work environment that mirrors those values. ACS Benefit Services provides our employees with numerous benefits including:
- Medical, Dental, Flexible Spending Plans
- Retirement plans - including 401(k) with generous employer match
- Educational opportunities
- Opportunities for advancement
- Encouragement for a work/life balance
Salary Range
