Billing and Enrollment Inbound Call Specialist

Important things YOU should know: 

• Work from Anywhere – This is a fully remote role, giving you the flexibility to work where you're most comfortable.
• Schedule: Mon - Fri - 8:00am - 4:30pm CST with flex potential. Occasional overtime may be needed, but we value balance and communicate expectations clearly.  This is most often optional.
• Communicate with Confidence – Strong written and verbal communication skills will help you thrive in this role.
• Creative Thinkers Welcome – If you enjoy thinking outside the box, you’ll fit right in and find plenty of opportunities to shine.

What will YOU be doing for us? 

Handle billing, premium collection and plan change processing in addition to fielding incoming client and group administrator calls in a timely and accurate manner to ensure questions and concerns are addressed.  Ensure higher level concerns are directed to appropriate resources for assistance. Meet all required department goals and expectations.

What will YOU be working on?

• Update group information, process plan changes and upload plan documents.
• Generate and deliver invoices for premium group billing, claims billing and ASO billing.
• Post payments and generate accounts receivable reports.
• Handle bill adjustments, claim processing suspensions and plan terminations. 
• Generate account audits, as requested by the client or group administrator. 
• Service Commercial Dental clients and group administrators by communicating information related to billing invoices, posted payments and adjustments, group and membership data, plan changes and billing audits.   
• Recognize client and group questions that could be handled through the use of the member or group admin web portal and provide education to these callers on the benefits of utilizing the technology available. 
• Educate clients and groups on the member/group web portal features.
• Answer questions and troubleshoot issues regarding the member/group web portal features.
• Ensure all calls are answered according to company and client guidelines.
• Accurately document call information and resolution in internal systems while engaging with customer.
• Utilize effective diffusion techniques when necessary to ensure proper resolution is reached.
• Properly identify potential issues that are not easily resolved and escalate appropriately.
• Perform outbound calling projects, as directed.

What qualifications do YOU need to have to be GOOD candidate?

• Required Level of Education, Licenses, and/or Certificates
  • High school diploma or equivalent.
• Required Level of Experience
  • 1 -3 years of job related experience (phone work, reception, call center, administrative processing, accounts receivable and/or billing.)
• Required Knowledge, Skills, and Abilities 
  • Excellent communication skills
  • Strong customer service skills including active listening and ability to diffuse difficult situations.
  • Strong data entry/typing skills
  • Strong navigation skills and the ability to multi-task
  • Excellent attention to detail
  • Excellent organizational skills to ensure required deadlines are met.
  • Excellent problem solving skills to allow for the correct diagnosis of a problem along with potential solutions for resolution. 
  • Excellent mathematical skills.
  • Intermediate computer skills.
  • Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and email.
  • Ability to work an 8 hour shift between the hours of 6 am and 8 pm.
  • Ability to work occasional overtime as needed.

What qualifications do YOU need to have to be a GREAT candidate?

• Preferred Level of Education, License, and/or Certificates
  • Some additional coursework beyond high school (can include certifications or college coursework)
• Preferred Level of Experience
  • Experience in health or dental insurance environment.
  • Preferred Knowledge, Skills, and Abilities
  • Knowledge of mainframe or Enterprise Systems.
  • Knowledge of dental terminology.