Processing complex customer transactions and researching/responding to inquiries about billing, eligibility, and legislative issues for life, disability, vision and dental products.Serving as the primary contact responding to inquiries from customers through email and phone calls.Developing and promoting positive customer relationships by consulting with and educating customers about company products and services.Providing feedback to improve service and customer retention.

Obtain dental insurance verifications with many insurance companies for numerous dental offices throughout the United States.

• Provide assistance to team members as well as other associates in numerous departments. • Complete numerous monthly internal reports as well as state required reports using excel and data queries. • Analyze many different appeal and overpayment situations by reviewing claims history to determine the best course of action. • Monitor department workloads and make any necessary adjustments in assignments. • Review associate performances and provide evaluations and coaching opportunities on a regular basis. • Evaluate applications, conduct interviews and provide training for new associates.• Delegate projects to team members and maintain open communication.• Facilitate and participate in numerous meetings each month such as ELRC and COMIT.

• Handle a large volume of complaints regarding vision and dental claims and respond in writing to dental offices, policy holders, members, brokers, attorneys and the Department of Insurance in requested states. • Research claims history, follow state compliance regulations and statutes regarding specific state insurance guidelines as well as reviewing of all assigned individual and group policies. • Assist Customer Services Representatives regarding any appeal complaints and provide adequate feedback and guidance when needed. • Provide reports and monitor daily appeals to assure metrics are met for turn-around times. • Lead as an Innovation Coordinator for Group Customer Connections to research, collaborate, develop and implement new and improved ideas that provide department and company efficiency and cost effective methods.

• Provide customer service for dental offices, policy holders, members, brokers, etc. • Handle large volume of calls that require prompt attention and decision making with 1st call resolution. • Provide detailed benefit and policy information and claim status to callers as well as actual claims processing. Participate on Web Support team assisting callers with issues pertaining to provider and employee online accounts. Check claims that have been processed by other individuals as a second review for accuracy. • Mentor new call center associates and assist them with questions they may have regarding claims or calls. • Enter into the system any HIPAA authorization forms that have been received for individuals. • Participate on the Innovation team as well an evacuation floor captain.

• Provide customer service for dental offices, policy holders, members, brokers, etc. • Handle large volume of calls that require prompt attention and decision making with 1st call resolution. • Provide detailed benefit and policy information and claim status to callers as well as actual claims processing.