Unlock Your Potential with ibex!
Join our team as a Customer Service Representative in our Work at Home program, offering a flexible and hybrid work model. At ibex, we pride ourselves on providing an exceptional environment for our agents to thrive, complete with comprehensive training, benefits, and a supportive team. As a leader in customer service solutions, we're seeking talented individuals like you to deliver outstanding experiences for our customers.
About Us
Headquartered in Washington, D.C., ibex has established itself as a premier provider of customer service solutions with delivery locations across 26 sites in seven countries and a network of over 30,000 employees. Our mission is to deliver exceptional customer experiences, and we're committed to fostering an environment that allows our agents to excel.
Job Summary
As a Customer Service Representative, you will play a crucial role in delivering top-notch service to our customers. You will work directly with customers to address inquiries, resolve concerns, and provide information about our products and services across various lines of business. Your goal will be to project a professional image of our company and provide superior customer service through all customer contact channels.
Responsibilities
- Resolve coordination of benefits inquiries by analyzing patient activity, including enrollment, third-party liability, and claims attachments.
- Develop a comprehensive understanding of insurance coverage and communicate accurate information to customers.
- Document all customer interactions thoroughly and completely.
- Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
- Promote the usage and benefits of self-service tools.
- Assist members in accessing care by locating a network dentist or assigning a primary care dentist.
- Direct inquiries to the necessary departments or individuals when resolution is beyond your control.
- Respond to customer inquiries in a courteous and professional manner.
- Research and provide accurate information to resolve member and provider inquiries through verbal and written communications.
- Take ownership of resolving inquiries and set expectations for follow-up.
- Ensure that resubmissions, stop payments, and voids are handled appropriately.
- Meet or exceed individual, department, and client-specific goals.
- Adhere to all client administrative and contractual policies and procedures.
- Suggest improvements to service delivery processes to contribute to the organization's success.
Qualifications
Essential Requirements:
- High School Diploma or Equivalent required.
- 2 years of experience in a high-volume customer service environment.
- Experience in the healthcare or a related industry is preferred.
- Ability to multi-task using multiple applications simultaneously.
- Ability to set up computer equipment and troubleshoot issues with minimal assistance.
- Professional verbal and written communication skills.
- Ability to operate a computer and knowledge of Microsoft Office applications.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Ability to learn quickly and adapt to a fast-paced production environment.
- Cooperative, professional, and effective interaction skills.
- Critical thinking and problem-solving skills.
- Ability to tolerate repetitive work without compromising accuracy and service levels.
Preferred Qualifications:
- Knowledge of medical/dental terminology.
- Experience with Medicare/Medicaid.
- Claims/billing and coding experience.
What We Offer
- Medical, Dental, and Vision insurance.
- 401(k) Retirement Savings Plan.
- Paid Time Off.
- Paid T-Mobile cell service.
- $500.00 Employee referral program.
- Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental, and more).
How to Apply
If you're ready to take the next step in your career and join a team that values excellence and customer satisfaction, submit your application today! We look forward to hearing from talented candidates like you.
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