Customer Advocate (Federal)

Delta Dental Ins. is a leading provider of dental benefits committed to increasing access to affordable, quality care. The Customer Advocate (Federal) will serve as the primary point of contact for the Federal Services division, handling customer inquiries related to eligibility, enrollment, billing, and claims while ensuring excellent customer service and retention.ResponsibilitiesRespond to phone and written inquiries & requests from potential enrollees, enrollees, and providers via various mechanismsProcess enrollment transactions and changesAccess a variety of hard copy and online systems or applications to analyze and determine appropriate responses; forward screened inquiries to appropriate individuals or departments for follow-up; perform updates and process transactions via PC application or online systemSet up forms for processing supplemental payments, correcting calculations, or making key changes and edits; perform claims re-adjudication, billing/premium collection, eligibility for enrollment, and modifications to existing member accountsMaintain personal daily performance standards and requirementsParticipate in training programsParticipate in marketing programs and/or outreach to all customers, including subscribers, potential subscribers, and dental professionalsSkillsEffective oral communication skills to handle sensitive incoming customer calls with emphasis on customer retentionCustomer service-oriented skills and attitude for internal customersSelf-motivated and team-orientedPC skills and keyboarding skills to efficiently handle incoming inquiriesHigh school diploma or GED and one year dental, call center/customer service or Dental Assisting certificate or two years of dental office and/or training; or equivalent combination of education and experienceAbility to pass Customer Service Associate V testKnowledge of basic dental terminologyAbility to pass position test if applicableMust be able to work regular overtime as requiredMS Word & ExcelAbility to professionally represent Delta by clearly communicating complex policies and procedures to our customersAbility to manage stressAbility to adhere to performance standards as defined by managementAbility to handle multiple concurrent tasks during emotional interfaces with customersAbility to complete training requirementsAbility to respond to requests by customers in a professional and positive mannerAbility to prioritize work and follow throughAbility to handle detailed workAbility to respond quickly and accurately to questionsAbility to handle constant customer contact/forced workflow distributionAbility to work expanded business hours, including early morning, late evening, and weekendsAbility to handle change management philosophyAbility to hear voice communicationsVisual acuity to read computer screens and claim formsAbility to reach and twist to access reference materials and formsAbility to wear a headset during working hoursAbility to pass Customer Service Associate basic competency test (includes CS skills, grammar/diction, basic math, written and verbal)Ability to complete CS skills training and testingMS Office ProfessionalBenefits401(k) with robust matching and non-matching contributionsRich medical & pharmacy benefits100% employer-paid dental and vision benefitsHolistic wellbeing program with deep financial incentivesGenerous paid time off plus 12 paid holidays and your birthday offCulture of growth and learning: career development; tuition reimbursement; recognition programFamily support: adoption assistance, fertility treatment, child, elder & pet care assistanceSocial responsibility and volunteer opportunitiesEmployee discount programCompany OverviewAt Delta Dental, we’re behind millions of smiles and counting. It was founded in 1955, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.deltadentalins.com.



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