Customer Service Support Representative, Dentaquest

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.
:
Location: We welcome applicants from anywhere in the U.S.
At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.
The opportunity:
The Customer Service Representative I position interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services. The CSR I must project a professional company image and provide superior customer service by corresponding with customers via any of DentaQuest’s customer contact channels.
How you will contribute:
Responds to customer inquiries in a courteous and professional manner.

• Other duties as assigned.
• Provides direction on the usage and benefits of self-service tools.
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
• Responds to customer inquiries in a courteous and professional manner.
• Meets or exceeds individual, department, and client specific goals.
• Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
• Contributes to the success of the organization by suggesting ways to improve the service delivery processes.
• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.
• Thoroughly and completely document all customer interactions.
• Understands and adheres to all of DentaQuest’s administrative and contractual policies and procedures.
• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.

What you will bring with you:

• Ability to efficiently 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.
• Ability to tolerate repetitive work without compromising accuracy and service levels.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Critical thinking and problem solving skills.
• High School Diploma or Equivalent.
• Proven professional verbal and written communication skills.
• Required to attend additional training as requested/deemed necessary.
• 2 years of experience in a high volume customer service environment.

Preferred:

• Experience with Avaya phone system a plus.
• Dental terminology knowledge and group health insurance experience a plus.

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.
Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!
Life is brighter when you work at Sun Life

• Great Place to Work® Certified in Canada and the U.S.
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a California resident, the salary range for this position is:

• Southern region: $35,100 - $47,400 annually
• Northern region: $39,600-$53,400 annually
• Central region: $39,600-$53,400 annually

If you are a Colorado resident, the salary range for this position is $33,500- $45,300 annually.
If you are a New York resident, the salary range for this position is $39,600-$53,400 annually.
If you are Washington resident, the salary range for this position is $39,600-$53,400 annually.
We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

• Internal

Internal
At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.
The opportunity:
The Customer Service Representative I position interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services. The CSR I must project a professional company image and provide superior customer service by corresponding with customers via any of DentaQuest’s customer contact channels.
How you will contribute:
Responds to customer inquiries in a courteous and professional manner.

• Other duties as assigned.
• Thoroughly and completely document all customer interactions.
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
• Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
• Responds to customer inquiries in a courteous and professional manner.
• Meets or exceeds individual, department, and client specific goals.
• Understands and adheres to all of DentaQuest’s administrative and contractual policies and procedures.
• Provides direction on the usage and benefits of self-service tools.
• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
• Contributes to the success of the organization by suggesting ways to improve the service delivery processes.
• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.

What you will bring with you:

• Proven professional verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to learn quickly and adapt to a fast pace production environment.
• Ability to tolerate repetitive work without compromising accuracy and service levels.
• Required to attend additional training as requested/deemed necessary.
• Ability to work independently and with a team.
• High School Diploma or Equivalent.
• Critical thinking and problem solving skills.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications.
• 2 years of experience in a high volume customer service environment.

Preferred:

• Experience with Avaya phone system a plus.
• Dental terminology knowledge and group health insurance experience a plus.

Life is brighter when you work at Sun Life

• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Great Place to Work® Certified in Canada and the U.S.
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a California resident, the salary range for this position is:

• Southern region: $35,100 - $47,400 annually
• Central region: $39,600-$53,400 annually
• Northern region: $39,600-$53,400 annually

If you are a Colorado resident, the salary range for this position is $33,500- $45,300 annually.
If you are a New York resident, the salary range for this position is $39,600-$53,400 annually.
If you are Washington resident, the salary range for this position is $39,600-$53,400 annually.
We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
For applicants residing in California, please read our employee California Privacy Policy and Notice.
Job Category:
Customer Service / Operations
Posting End Date:
27/08/2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran