Bilingual Dental Inbound Representative

Job description

Become a part of our caring community As a Bilingual Dental Inbound Contacts Representative, you are often the first human connection our members have with us. Working remotely, you will report to the Inbound Contacts Supervisor and be a part of the Consumer Contacts team. Every interaction is an opportunity to solve a problem, reduce frustration, and create trust. You will support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps—helping ensure they feel informed and supported. As a Bilingual Dental Inbound Contacts Representative, you will: - Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment - Address multiple member and provider needs, including benefit questions, service issues, and general inquiries - Escalate unresolved and pending customer grievances - Document all interactions, actions taken, and outcomes in internal systems - Resolve routine to moderately complex issues by following established guidelines and workflows - Identify issues requiring escalation and ensure handoff to the appropriate teams - Meet quality, productivity, and customer experience expectation...