Manager, Customer Service

Culture rules at Delta Dental. It's key to our becoming the leading dental benefits carrier in the state, reaching over 500,000 Idahoans with our dental plans and community outreach programs. We're small on ego and big on grins. You'll see us involved in community events and "Did you make someone smile today?" on our To-Do lists. Our employees have the opportunity to make a difference in people's lives while working in an environment full of challenge, collaboration, flexibility, and industry-leading growth potential. Join our team committed to better oral health for all Idahoans.

The Manager, Customer Service will provide day-to-day oversight for a team of Support Specialists, overseeing telephone, email, and chat support, including monitoring Customer Service KPIs and call escalations to ensure Delta Dental standards are upheld. In addition, this position collaborates with the Claims team, Provider Records Coordinator, and Dental Director to identify opportunities for efficiency improvement, enhance the customer experience, and deliver on our brand promise of being simple, helpful, and trusted.

ESSENTIAL FUNCTIONS

• Provide day-to-day oversight and support for a team of Support Specialists
• Ensure call center service level standards are met/exceeded.
• Ensure proper staffing levels and productivity of staff (calls).
• Answer phone calls and assist with Support Specialist tasks as needed.
• Work with Claims Support team to ensure claims and call center service level standards are met/exceeded.
• Assist with talent management, including recruiting, selecting, onboarding, coaching, engaging, and developing direct reports.
• Assist staff with complex and escalated situations.
• Act as cross-department liaison with AHS. Support AHS by ensuring user acceptance testing is done regularly and consistently for maintenance tickets and ongoing projects.
• Provide input and collaborate with other teams to improve processes and the customer experience.
• Demonstrate actions consistent with the organization’s vision, mission, values, code of ethics, and compliance/security standards.
• Perform other duties as assigned.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum of three (3) years’ experience working in a dental office and/or dental insurance field required.
• BA/BS degree or equivalent combination of education and experience required.
• Extensive knowledge of dental procedure codes and terminology, as well as HIPAA regulations and requirements preferred.
• Prior call center experience preferred.
• Prior team lead or personnel management/supervision experience preferred.
• Highly organized, with excellent attention to detail, time management, critical thinking, and analytical skills.
• Proven ability to communicate effectively with both business and technical stakeholders.
• Ability to multi-task, adapt to sudden change, and work on multiple concurrent projects, sometimes under tight timelines.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.

PHYSICAL AND MENTAL REQUIREMENTS

• Sitting/Standing (alternatively) continuously
• Keyboard use/repetitive hand motion continuously
• Skill/ability related to comprehension, organization, decision-making, and communication appropriate to position/level

Benefits

Delta Dental of Idaho offers a competitive benefits plan for eligible staff, including:

• Medical, dental, and vision
• 401K with up to 6% company contribution
• Generous PTO and up to 9 paid holidays
• Community Service time to volunteer in your community
• Hybrid schedule, with as few as 2 days in office per month after initial training phase
• Tuition and continuing education reimbursement
• Casual dress code
• ...and more!

OUR CULTURE

Delta Dental of Idaho seeks to provide a positive workplace where employees are treated with respect and are accountable for living our values and Code of Ethics while empowered to help the organization achieve its mission and vision.