ibex

Customer Support

• 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 inquiries 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

Customer Service