Job Summary
Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Customer Service Representative for the Customer Contact Center to join their team…
As a Customer Service Representative in our Dental Medicaid Call Center, you will serve as a vital link between our members and their dental care needs. In this rewarding role, you will provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact our clients health and satisfaction, making you an essential part of our mission to improve access to dental care.
We are committed to ensuring that Medicaid recipients have the dental care they need. We act as a trusted resource, guiding members through their benefits and helping them understand their options. By offering clear information and addressing any questions or concerns, you will empower clients to make informed decisions about their oral health. Our goal is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our dedication to customer service, we strive to support those who face barriers in navigating the healthcare system.
Responsibilities
Understand call center processes and customer service best practices
Proficient in using computer systems to accurately enter and retrieve member information
Basic understanding of Medicaid policies and dental services (training provided)
Familiarity with compliance standards and a commitment to maintaining high-quality service
Respond to incoming calls and inquiries from Medicaid dental clients, providing clear and accurate information about benefits, services, and eligibility
Assist clients in navigating their dental coverage and address any concerns or questions
Identify and troubleshoot issues related to member accounts, benefits, and provider information
Escalate complex issues to supervisors as necessary, ensuring timely resolution
Document interactions and outcomes in accordance with company policies
Adhere to all state and federal regulations, as well as internal policies and procedures
Participate in training sessions and quality assurance evaluations to ensure compliance and improve service quality
Work closely with team members and other departments for a cohesive approach to customer service
Provide feedback and suggestions for process improvements to enhance the overall customer experience
Strong verbal and written communication skills to assist clients and convey information clearly
Commitment to providing exceptional service and support, ensuring member satisfaction
Ability to identify issues and develop effective solutions in a timely manner
Demonstrated ability to connect with clients, showing understanding and support for their needs
Flexibility to handle a variety of inquiries and adjust to changing priorities in a fast-paced environment
Build strong, approachable relationships across the company; mentor and support team growth
Show readiness to lead or take action to achieve goals
Effectively relay issues, concepts, and ideas both orally and in writing
Go above and beyond to make members feel seen, valued, and appreciated
Manage and complete assignment details with minimal oversight
Adapt to new demands, changes, and situations
Troubleshoot complex issues, problem-solve, and multitask effectively
Act with ownership for actions and decisions, maintaining confidentiality as required
Represent personal interests fairly while seeking workable solutions for all parties involved
Requirements
High school diploma or equivalent, Associate degree preferred
2+ years of experience in a healthcare customer service role
2+ years of experience in dental insurance/office
1+ year of experience in a high-volume call center
Ability to work flexible hours as needed
Availability to work 40+ hours/week, Monday – Friday, between 7:00 am and 9:00 pm Eastern Time
Capacity to work independently in a home office/virtual environment
Internet connection must be via cable broadband or fiber optic with speeds of at least 50 Mbps download and 25 Mbps upload; no mobile hotspots permitted
Proficient in navigating multiple computer software/systems and multi-screen functionality
Strong computer skills, including Microsoft Word, Excel, and Outlook
Ability to maintain confidentiality and adhere to HIPAA requirements
Excellent verbal and written communication skills, with the ability to document and present information empathetically and clearly
Adaptable and flexible, able to adjust to changing situations and diverse populations
Overtime may be required during peak seasons
Experience in a Medicaid business
Benefits
Our client provides meaningful and challenging work that fosters innovation in a secure and compliant environment, alongside a competitive compensation package. Benefits include comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents with no waiting period, a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Their collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. The company values inclusion and diversity through Employee Resource Groups and is dedicated to social responsibility, community outreach, educational partnerships, and sustainability efforts.
Summary
Apply today!
EEO Notice
Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request