Escalation Coordinator

JOB DESCRIPTION

The Escalation Coordinator will support and manage the resolution process that are received via inbound call or escalation in a timely and professional manner. This position will manage difficult and complex customer and inter-departmental situations that need strong guidance and resolution. The Coordinator will communicate with, escalate to, and consult with the various departments as needed and should be able to execute with a high degree of success in integrating and solving member and provider inquiries regarding complex inquires. This position will be the Special Person of Contact (SPOC) for dealing with escalated calls from customers.

RESPONSIBILITIES

• Leads/coaches specialists in response to customer issues, complex inquiries, and difficult situations.
• Recommends to supervisor or manager how to address deficiencies.
• Provides immediate feedback to supervisors and managers of individual performance issues.
• Resolves product or service problems, determines the cause of the problem, selects and explains the best solution to solve the problem, expedites correction or adjustment; follows up to ensure resolution.
• Ensures that all customer escalations and complaints are managed to excellent professional standards and within Delta Dental's terms and policies.
• Participates in team meetings, discussions and other activities as required in order to support the team and improve the quality of the operation.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes in a timely and efficient manner
• Develops rapport with customers and keeps them updated

QUALIFICATIONS

• 1 years of experience in customer service, provider service, health service, or dental in a managed care or healthcare environment handling escalated or complex issues
• High School diploma or equivalent
• Knowledge of dental terminology and dental claim processing, procedures, and guidelines.
• High level of attention to detail
• Strong interpersonal and communications skills to work effectively with all levels of staff
• Strong organizational, time management, and communication skills
• Ability to make effective business recommendations and develop methods and procedures to improve department's effectiveness and efficiency.

Base Pay Information

The national base pay range below 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. $41,000 - $83,200

ADDITIONAL INFORMATION

Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes:

• Generous paid time off plus 12 holidays and your birthday off!
• Low-cost premium medical insurance options
• 100% paid dental and vision insurance
• Generous 401(k) matching and flat contribution
• Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
• Employee LiveWell program, focusing on overall employee well-being
• Fertility and diabetes benefits
• Employee discount program: AT&T/Verizon, entertainment, travel, and more!
• Culture of learning: career development and tuition reimbursement
• Career growth: we love promoting from within

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

#LI-Hybrid

ABOUT THE TEAM

At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.

If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!

To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn.

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 is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. 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.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York