Customer Service Representative - Remote

Job Summary

Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Customer Service Representative for the Customer Contact Center to join their team...

As a Customer Service Representative in our Dental Medicaid Call Center, you will serve as a vital link between our members and their dental care needs. In this rewarding role, you will provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact our clients’ health and satisfaction, making you an essential part of our mission to improve access to dental care.

We are committed to ensuring that Medicaid recipients have the dental care they need. We act as a trusted resource, guiding members through their benefits and helping them understand their options. By offering clear information and addressing any questions or concerns, you will empower clients to make informed decisions about their oral health. Our goal is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our dedication to customer service, we strive to support those who face barriers in navigating the healthcare system.

Responsibilities
• Understand call center processes and customer service best practices
• Proficient in using computer systems to accurately enter and retrieve member information
• Basic understanding of Medicaid policies and dental services (training provided)
• Familiarity with compliance standards and a commitment to maintaining high-quality service
• Respond to incoming calls and inquiries from Medicaid dental clients, providing clear and accurate information about benefits, services, and eligibility
• Assist clients in navigating their dental coverage and address any concerns or questions
• Identify and troubleshoot issues related to member accounts, benefits, and provider information
• Escalate complex issues to supervisors as necessary, ensuring timely resolution
• Document interactions and outcomes in accordance with company policies
• Adhere to all state and federal regulations, as well as internal policies and procedures
• Participate in training sessions and quality assurance evaluations to ensure compliance and improve service quality
• Work closely with team members and other departments for a cohesive approach to customer service
• Provide feedback and suggestions for process improvements to enhance the overall customer experience
• Strong verbal and written communication skills to assist clients and convey information clearly
• Commitment to providing exceptional service and support, ensuring member satisfaction
• Ability to identify issues and develop effective solutions in a timely manner
• Demonstrated ability to connect with clients, showing understanding and support for their needs
• Flexibility to handle a variety of inquiries and adjust to changing priorities in a fast-paced environment
• Build strong, approachable relationships across the company; mentor and support team growth
• Show readiness to lead or take action to achieve goals
• Effectively relay issues, concepts, and ideas both orally and in writing
• Go above and beyond to make members feel seen, valued, and appreciated
• Manage and complete assignment details with minimal oversight
• Adapt to new demands, changes, and situations
• Troubleshoot complex issues, problem-solve, and multitask effectively
• Act with ownership for actions and decisions, maintaining confidentiality as required
• Represent personal interests fairly while seeking workable solutions for all parties involved

Requirements
• High school diploma or equivalent, Associate degree preferred
• 2+ years of experience in a healthcare customer service role
• 2+ years of experience in dental insurance/office
• 1+ year of experience in a high-volume call center
• Ability to work flexible hours as needed
• Availability to work 40+ hours/week, Monday - Friday, between 7:00 am and 9:00 pm Eastern Time
• Capacity to work independently in a home office/virtual environment
• Internet connection must be via cable broadband or fiber optic with speeds of at least 50 Mbps download and 25 Mbps upload; no mobile hotspots permitted
• Proficient in navigating multiple computer software/systems and multi-screen functionality
• Strong computer skills, including Microsoft Word, Excel, and Outlook
• Ability to maintain confidentiality and adhere to HIPAA requirements
• Excellent verbal and written communication skills, with the ability to document and present information empathetically and clearly
• Adaptable and flexible, able to adjust to changing situations and diverse populations
• Overtime may be required during peak seasons
• Experience in a Medicaid business

Benefits

Our client provides meaningful and challenging work that fosters innovation in a secure and compliant environment, alongside a competitive compensation package. Benefits include comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents with no waiting period, a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Their collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. The company values inclusion and diversity through Employee Resource Groups and is dedicated to social responsibility, community outreach, educational partnerships, and sustainability efforts.

Summary

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EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request

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