• Job Description

  Req#: 2320

  This position is responsible for coordinating and supervising the day-to-day operations of the Customer Service Department, including tracking of correspondence.

  Qualifications

  • 5+ years as an IC w/Associate’s degree preferred ; 0+ years supervisory
  • Strong organizational/time management skills and multi-tasking abilities.
  • Detail-oriented; flexible and creative.
  • Analytical, problem solving and negotiation skills.
  • Ability to supervise various plan details and systems and premium and claims processing procedures.
  • Ability to make effective business recommendations and develop methods and procedures to improve department’s effectiveness and efficiency.
  • Demonstrated supervisory, coaching, and training skills.

  
  Base Pay Information
  
  The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
  Pay Grade 18. $56,900 - $119,200

  Responsibilities

  • Supervises all customer service functions to ensure work is completed on a timely and accurate basis.
  • Plans and oversees work assignments and recommends staff adjustments.
  • Supervises staff including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports.
  • Ensures all requests forwarded from Call Center or other units are completed within required time frames.
  • Follows-up on established departmental goals and objectives that support divisional and enterprise missions and goals and ensures team goals support department goals.
  • Reviews and reports progress towards goals on a timely basis.
  • Participates in departmental or enterprise projects as required.
  • Resolves escalated/sensitive customer service related issues.
  • Supervises and/or conducts training sessions on any new processes impacting Quality Assurance.
  • Supports external audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet state-specific requirements.

• About the company

  The Delta Dental Plans Association is composed of 39 independent Delta Dental member companies operating in all 50 states, the District of Columbia and Puerto Rico.

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