Experienced Customer Service Representative – Delivering Exceptional Support in a Dynamic Remote Environment

Welcome to ibex: Where Customer Experience Matters

At ibex, we're passionate about providing an exceptional customer experience that sets us apart from the rest. As a leading provider of customer service solutions, we're committed to hiring the best talent to join our team. We believe that a quality agent makes all the difference in delivering a great customer experience, and we're looking for someone like you to join our team in the heart of Remote. Our dynamic work environment is designed to foster growth, learning, and success, and we're excited to offer a competitive salary and comprehensive benefits package to the right candidate.

About Us

Headquartered in Washington, D.C., ibex has delivery locations across 26 sites in seven countries and maintains a network of over 30,000 employees. We're dedicated to providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. Our goal is to deliver exceptional customer experiences that exceed our clients' expectations and leave a lasting impression.

About the Role

As a Customer Service Representative, you'll be working directly with customers to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. You'll be the face of our company, projecting a professional image and providing superior customer service while working with customers through various contact channels. If you're passionate about delivering exceptional customer experiences and have a strong desire to learn and grow, we want to hear from you.

Key Responsibilities

• Resolving coordination of benefits inquiries by analyzing patient activity, including enrollment, third-party liability, and claims attachments
• Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information
• Thoroughly and completely documenting all customer interactions
• Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations
• Educating on the usage and benefits of self-service tools
• Assisting members in gaining access to care by locating a network dentist or assigning a primary care dentist
• Directing inquiries to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role
• Responding to customer inquiries in a courteous and professional manner
• Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications
• Responding to and resolving internal and external complex customer inquiries
• Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken
• Taking ownership of the resolution and setting expectations for follow-up
• Ensuring resubmissions, stop payments, and voids are appropriately handled
• Meeting or exceeding individual, department, and client-specific goals
• Understanding and adhering to all client administrative and contractual policies and procedures
• Suggesting ways to improve the service delivery processes contributing to the success of the organization
• Other duties as assigned

Essential Qualifications

To be successful in this role, you'll need:

• High School Diploma or Equivalent
• 2 years of experience in a high-volume customer service environment
• Experience in healthcare or related industry experience preferred
• Ability to multi-task using multiple applications simultaneously
• Ability to set up computer equipment and troubleshoot issues with minimal assistance
• Professional verbal and written communication skills
• Ability to operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Cooperative, professional, and effective interaction skills
• Critical thinking and problem-solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels
• Attend additional training as requested/deemed necessary

Preferred Qualifications

While not required, the following qualifications are preferred:

• Medical/Dental terminology knowledge experience
• Medicare/Medicaid knowledge
• Claims/Billing and coding experience

Ibex Benefits

At ibex, we're committed to providing a comprehensive benefits package that supports your overall well-being. Our benefits include:

• Medical, Dental, and Vision insurance
• 401(k) Retirement Savings Plan
• Paid Time Off
• Paid T-Mobile cell service
• $500.00 Employee referral program
• Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental, and much more)

Career Growth Opportunities

At ibex, we're dedicated to helping our employees grow and develop in their careers. We offer ongoing training and development opportunities, as well as a clear path for advancement. Whether you're looking to move into a leadership role or specialize in a particular area, we'll support you every step of the way.

Work Environment and Company Culture

Our dynamic work environment is designed to foster collaboration, creativity, and innovation. We believe in working hard and having fun, and we're committed to creating a positive and inclusive company culture. From team-building activities to social events, we offer a range of opportunities to get involved and make a difference.

Compensation and Perks

We offer a competitive salary and comprehensive benefits package, as well as a range of perks and incentives to recognize and reward your hard work. From paid time off to employee discounts, we're committed to showing our appreciation for your dedication and commitment to our team.

Conclusion

If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive work environment, we want to hear from you. Apply now to join our team as a Customer Service Representative and take the first step towards a rewarding and challenging career. Don't miss out on this opportunity to make a difference and grow with a leading provider of customer service solutions.

Ready to apply? Click here to submit your application and take the first step towards an exciting and rewarding career with ibex.

Apply Now