The Customer Operations Coordinator is responsible for supporting Customer Operations teams by teaching and developing Customer Service Representatives, monitoring processes, addressing customer needs, identifying process improvement opportunities, reporting on KPIs, and coordinating with internal departments.
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
#LI-Hybrid
Minimum Qualifications
3+ years of experience w/High School
Additional Experience
2+ years experience in contact center or customer service role
Knowledge, Skills, Abilities
Advanced knowledge of dental terminology and dental claim processing and procedures Strong organizational/time management skills and multi-tasking abilities Detail-oriented, flexible, creative, and self-motivated Strong analytical and problem solving skills Ability to maintain confidentiality Aptitude towards process improvement Strong leadership and communication skills with an emphasis on conflict resolution Knowledge of Enterprise systems, products, policies, procedures and guidelines
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 15. $40,500 - $84,800 Reviews Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes and KPIs. Responds to and determines best resolution of escalated complaints and complex inquiries to strive for world class customer service. Researches root causes analysis of identified issues and develops optimized solutions. Coordinates research and resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.). Investigates, analyzes, researches, and responds to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed. Partners with the Customer Operations team to monitor and report on all KPIs, CSR status and schedules for efficient tracking. Alerts Supervisor and Manager of identified deficiencies. Creates, updates, and facilitates content on current processes, product knowledge, and best practices. Builds and supports engagement plans for Customer Operations teams. Reviews Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes and KPIs. Responds to and determines best resolution of escalated complaints and complex inquiries to strive for world class customer service. Researches root causes analysis of identified issues and develops optimized solutions. Coordinates research and resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.). Investigates, analyzes, researches, and responds to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed. Partners with the Customer Operations team to monitor and report on all KPIs, CSR status and schedules for efficient tracking. Alerts Supervisor and Manager of identified deficiencies. Creates, updates, and facilitates content on current processes, product knowledge, and best practices. Builds and supports engagement plans for Customer Operations teams.
Delta Dental covers more Americans than any other dental benefits provider. As an employee you’ll take part in our mission to become the trusted health partner by collaborating with our communities and employees to reimagine and deliver new possibilities in an ever-changing environment. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology.
Our strategy is only as strong as the people who execute it. We’re hiring individuals that are not just right for today but also for our future. Delta Dental leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We’ve built a foundation of high-trust by treating all people with dignity, making and keeping commitments and consistently striving to do the right thing. As we are working through transformation, we ask employees to find ways to embrace positive change, challenge the status quo to be curious and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other’s strengths and sharing in successes.
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation’s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.