Customer experience manager h1.location_city

Hello!

LaSalle Network is partnering with a growing healthcare organization, seeking to hire a Customer Experience Representative to support their client service and claims team.

Work Model: Hybrid, 2 days remote, 3 onsite
Location: Naperville, IL
Compenstaion: $20-$24/hr pending expereince
Benefits: Medical/Dental/Vision

Summary
This role is responsible for assisting members, providers, brokers, and administrators with dental claim inquiries while ensuring accurate claim processing and a high level of customer service.

Responsibilities

• Provide excellent customer service by responding to verbal and written inquiries from subscribers, providers, brokers, and group administrators
• Handle 80 – 100 inbound calls
• Troubleshoot and resolve dental claim-related questions and concerns
• Process claims adjustments during customer calls and throughout the workday
• Review and process claim that require manual review after failing automated system edits
• Maintain and track documentation related to adjustment requests, check investigations, overpayment letters, and electronic forms
• Complete daily logs, reports, and documentation accurately and on time
• Support special projects and administrative tasks as assigned
• Assist with training and supporting new team members as needed
• Follow company policies and guidelines related to Electronic Protected Health Information (EPHI)
• Maintain consistent attendance, punctuality, and performance standards
• Provide feedback to leadership and team members to help improve processes and team performance.

Qualifications

• High School Diploma or equivalent required
• Strong customer service and problem-solving skills
• Excellent verbal and written communication skills
• Strong computer and data entry skills, with the ability to work in a call center or ACD environment with performance goals
• Knowledge of insurance reimbursement processes, including deductibles, maximums, coordination of benefits (COB), and dental terminology
• Ability to manage multiple tasks and work independently in a fast-paced environment
• Strong organization skills and attention to detail.