Insurance Sales Agent
NerdWallet
Customer Service Representative - Dental
CVS Health
full-time
Posted on:
Origin: • 🇺🇸 United States • Ohio
Visit company websiteSalary
💰 $17 - $28 per hour
Job Level
Mid-LevelSenior
About the role
- Dental Customer Service Representative is the face of Aetna and impacts members' service experience by manner of how customer service inquiries and problems via telephone.
- Customer inquiries are of basic and at times complex in nature.
- Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care.
- Answers questions and resolves issues based on phone calls from members, providers, and plan sponsors.
- Triages resulting rework to appropriate staff.
- Documents and tracks contacts with members, providers and plan sponsors.
- The Dental CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
- Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.
- Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member.
- Anticipates customer needs.
- Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
- Uses customer service threshold framework to make financial decisions to resolve member issues.
- Explains member's rights and responsibilities in accordance with contract.
- Educates providers on our self-service options.
- Advocating for the member to take them out of the middle, resolving billing conflicts.
Requirements
- Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
- Experience in a production environment.
