Dental Call Center Team Lead - Services - Paramount - Full Time - Days - Paramount
Evansville, IN
About the Job
Paramount Health Care, a ProMedica Health Plan, offers insurance products across six Midwest states. This Ohio-based company, headquartered in Toledo, has more than 685 employees dedicated to serving their health plan members.
Paramount offers Medicare Advantage and Marketplace Exchange health plans for individuals and families. Paramount maintains accreditation by the National Committee for Quality Assurance (NCQA) for their HMO and Medicare Advantage products.
In addition, Paramount has a full complement of insurance products for employers of any size, including medical, dental, vision and workers’ compensation, as well as vocational rehabilitation, life-care planning and wellness.
As a part of ProMedica, Paramount is driven by ProMedica’s mission to improve your health and well-being. ProMedica has been nationally recognized for its advocacy programs and efforts to address social determinants of health. Paramount strives to provide an exceptional experience to every member. For more information about Paramount, please visit our website at paramounthealthcare.com.
REPORTING RELATIONSHIPS/SUPERVISORY RESPONSIBILITIES
This position reports directly to the Manager of Operations for Paramount Dental and has oversight of the Call Center Representatives and Specialists.
POSITION SUMMARY
The Team Lead is a working supervisor with oversight responsibilities for call center representatives and specialists. The Dental Call Center provides best-in-class customer service to clients (dentists, members, employer groups, and agents). This position also requires an elevated customer service deliverable as it pertains to communication with Paramount Dental Account Managers as a liaison to outside clients (group benefit administrators, members, and agents).
ACCOUNTABILITIES
1. Receive and respond to information requests from outside clients in a professional manner. Must be customer-centric and strive to provide exceptional customer service reflected in a positive attitude.
2. Responsible for problem-solving client issues concerning plan information, enrollment, and client material.
3. Provide assistance and training for all web-based functions:
a. Direct clients to company website to verify benefits and submit claims/pre-treatments.
b. Utilize Paramount Dental’s website to recruit and educate customers on website tools.
4. Promote efficient operational processes through online or electronic claim submissions and website.
5. Responsible for accurate data entry and organization of information submitted by clients (dentists, employer groups, and agents).
6. Complete documents as a result of the system processing.
7. Monitor calls to determine and develop training tools and resources and provide training opportunities for staff to address issues of concern or repetition.
8. Provide report(s) to department leadership including customer comments to aid in the development of Paramount Dental’s customer service and procedures including website tools.
9. Communicate/Escalate issues to department leadership including identifying learning and/or training matters that will increase the team’s performance and efficiencies.
10. Additional duties, as assigned.
REQUIRED QUALIFICATIONS
Education : High School Diploma or equivalent.
Experience : 1-3 years of healthcare, customer service, or quantitative experience with a minimum of 3 years of documented supervisory experience or a Bachelor’s degree in Business or a related field.
Skills:
• Strong customer service orientation and interpersonal skills for positive relationship building.
• Team-oriented within the Operations area to maintain a collaborative environment for problem-solving.
• Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent communication/interpersonal skills using a clear concise manner.
License : N/A
Certification : N/A
PREFERRED QUALIFICATIONS
Education : College degree BA/BS or commensurate experience.
Experience: Supervisor experience in Call Center or office environment.
Skills:
• Strong knowledge base of dental billing office practices, including practice management computer system experience preferred.
• Demonstrate knowledge of ADA/CDT coding regulations and requirements preferred.
• Basic knowledge of insurance regulations.
License : N/A
Certification: N/A
WORKING CONDITIONS
Personal Protective Equipment: N/A
Physical Demands:
- Sitting for extended periods
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and phone for data entry
- Requires carrying a laptop to meeting locations
ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit www.promedica.org/about-promedica
Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org
Equal Opportunity Employer/Drug-Free Workplace