What are the responsibilities and job description for the Bi-Lingual Member Service Representative for Dental Call Center (1+ year experience required) position at Connecticut Dental Health Partnership?
Member Services Call Center Representative
Connecticut Dental Health Partnership is looking to round out its local, Member Service team toward improving the oral health of the Connecticut’s HUSKY Health (Medicaid) population. Oral health contributes to overall health, and our Member Services representatives help Connecticut residents maximize their preventative care dental benefits, as well as helping those with more immediate needs.
If you are a highly motivated “people-person,” we invite you to join our Member Services Call Center.
The Connecticut Dental Health Partnership is the dental plan for HUSKY Health, administered by BeneCare Dental Plans under a contract with the CT Department of Social Services.
Responsibilities
Member Services Representatives are responsible for providing day-to-day problem-solving, helping HUSKY Health and Covered CT Members find a dentist, make appointments and answer benefits related questions by answering inbound calls as well as making outbound calls. The team is also available to assist the network of dental professionals with questions they may have.
New Member Services Representatives will receive training in the Farmington CT office where there is free parking and easy access on Route 6. Once training is complete, Member Service Representatives have the option to transition to a hybrid schedule (3 days in office, 2 days remote). You will be supported and managed by the Member Services Manager. The Member Services team is also supported by highly trained oral health navigators, who can address complex clinical or accessibility Member challenges and deeply experienced Provider Professional Services colleagues who support the HUSKY Health dental provider community.
Responsibilities are, but not limited to:
- Day-to-day inbound/outbound telephone support.
- Tracking, documenting and managing each Member issues.
- Providing superior customer service focused on good listening skills and problem solving.
- Providing support for outbound call campaigns.
- Coordinating services including locating a dental provider, providing assistance in making appointments or finding transportation.
- Learning and maintaining a working knowledge of the State’s dental plan design, exclusions, limitations and exceptions for each of the HUSKY Health programs and be able to communicate these benefits to a diverse membership.
- Providing reports to the Member Services Manager and collaborating across work units and teams.
- Bilingual or multi-lingual proficiency desired but not required.
Required Skills
- Bilingual- Spanish and English Speaking
- Problem solving skills and empathy-oriented approach to customer service required
- Excellent active listening, interactive and relationship building skills
- Strong communication skills, both written and verbal
- Basic computer literacy skills
- Comfortable working in fast-paced, high volume call environment
- Ability to follow templated scripts for common questions
- Ability to escalate priority issues to appropriately
- Ability to focus on member satisfaction and other organizational standards
- Ability to adhere to scheduling requirements
- Must be patient, adaptable and flexible
- Pleasant personality
- Strong time management and organizational skills
- Ability to work individually, with a commitment to the success of the team
Preferred Skills
- Experience working in a dental or medical office
- Experience working in a high-volume call center
Job Types: Full-time, Part-time positions available
Pay: From $20.00 per hour
Benefits for Full-Time Employees:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8am-5pm or partial schedule if part time
- Monday to Friday
Work Location: Farmington, CT for the first 6 months, or until training is complete, and hybrid thereafter.
Job Types: Full-time, Part-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Farmington, CT 06032: Relocate before starting work (Required)
Work Location: Hybrid remote in Farmington, CT 06032
Salary : $20