Address
Form of work
SalarySince 1989, DentalXChange has been on the forefront of modernizing and innovating dental claims creating dental RCM solutions that bring ease to the payments process. Today, it has grown to support a current client base of more than 107,000 dental providers. Headquartered in Irvine, California, through its own clearinghouse, state of art technology consisting of modern APIs, and secure Web portals, DentalXChange processes over 300 million transactions, consisting of more than 71 million dental claims annually.
Position Summary
The Senior Client Services Specialist acts as an intermediary between the Company and our clients. In this role, the Senior Support Specialist provides elevated support to a variety of clients, internal departments, and fellow department team members regarding a variety of products on an as-needed basis. The actions may include training, troubleshooting, resolving complaints, suggesting solutions as well as to transfer clients to the appropriate person in the organization to provide further information and/or support.
What You'll Be Doing as aSenior Client Services Specialist
- Answer incoming calls and chats from clients to address their issues promptly and document each phone call in the Approver ticketing system.
- Effectively troubleshoot and manage support issues.
- Document each phone call in the ticketing system.
- Successfully communicate and/or demonstrate to clients how to utilize products and services.
- Assist and support the Sales team in handling escalated issues and support. Resolve these issues effectively and in a timely manner. This will consist of handling direct phone calls and email escalations from the Sales team.
- Review escalated cases effectively and promptly from other tier level supports including the following scenarios:
- Claim Traces
- DMD .TIF and .TXT issues
- Claim Rejections
- Upload Issue
- Eligibility issues
- ERA issues
- Patient Statement issues
- Must continually stay knowledgeable about the products and services that we offer.
- Must understand client needs and expectations and work within appropriate standards.
- Must maintain appropriate confidentiality in working with sensitive data/information.
- Complies with all Federal, State, accreditation and institutional policies and procedures.
- Consistently meets company and department policies and expectations including those surrounding attendance.
- Observe security responsibilities.
- Exhibits exceptional internal and external customer service with all the people with whom you work.
- Other duties as assigned.
What You'll Bring to the Team as a Senior Client Services Specialist
- One (1) year of customer service experience preferred (call center experience a plus).
- Associate’s degree or equivalent experience preferred.
- Prior experience in the dental industry helpful.
- Exceptional customer service skills, communication both over the phone and in writing.
- Proficient in all MS Office applications and use of the Internet.
- Working knowledge of technical and procedural aspects and functions.
- Ability to successfully multitask with accuracy in a fast-paced environment.
- Observes and maintains positive relationships both internally and externally.
- Accurate and thorough documentation as per expectations and our protocols.
- Regularly meets the productivity and accuracy requirements established.
- Successful in adapting to different client needs and expectations with efforts resulting in consistently positive feedback from clients.
- Able to work effectively with other team members/departments to ensure the maximum results for our clients within the protocols established for the position.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
