Job description

About Us

At ibex, we focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 30,000 employees.

About The Role

Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels.

Responsibilities

Your day to day will involve:

Resolving coordination of benefits inquires by analyzing patient activity (including enrollment, third party liability, claims attachments).
Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information.
Thoroughly and completely documenting all customer interactions.
Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
Educating on the usage and benefits of self-service tools.
Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
Directing inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role.
Responding to customer inquiries in a courteous and professional manner.
Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions.
Responding to and resolving internal and external complex customer inquiries.
Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken.
Taking ownership of the resolution and setting expectation for follow up.
Ensuring resubmissions, stop payments, and voids are appropriately handled.
Meeting or exceeding individual, department, and client specific goals.
Understanding and adhering to all client administrative and contractual policies and procedures.
Suggesting ways to improve the service delivery processes contributing to the success of the organization.
Other duties as assigned.

Qualifications

Some things we consider critical for this role:

High School Diploma or Equivalent
2 years experience in a high volume customer service environment
Experience in healthcare or related industry experience preferred
Ability to multi-task using multiple applications simultaneously
Ability to set-up computer equipment and troubleshoot issues with minimal assistance
Professional verbal and written communication skills
Ability to operate a computer and knowledge of Microsoft Office applications
Strong organizational skills and attention to detail
Ability to work independently and with a team
Ability to learn quickly and adapt to a fast pace production environment
Cooperative, professional and effective interaction skills
Critical thinking and problem solving skills
Ability to tolerate repetitive work without compromising accuracy and service levels
Attend additional training as requested/deemed necessary

Preferred

Medical/Dental terminology knowledge experience
Medicare/Medicaid knowledge
Claims/Billing and coding experience

Ibex Benefits

Medical, Dental, and Vision insurance
401(k) Retirement Savings Plan
Paid Time Off
Paid T-Mobile cell service
$500.00 Employee referral program
Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!!)

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