Manager, Customer Experience & Claims

At Delta Dental of Wisconsin, we are champions of Oral Health, and we have built our company on a foundation of delivering innovative products and services within our culture of legendary service. Our culture that sets us apart within our industry and the way we do business and it is different. Our employees stay here because the organization supports them as employees and their career growth. We have many employees who have stayed for 25, 30, or even 45 years within our organization.

Delta Dental of Wisconsin is currently seeking a customer service focused individual to join our team in the role of Manager, Customer Experience|Claims. In this role, you will work closely with other department managers to strategize, coordinate and lead our contact center operations, ensuring alignment with performance objectives and delivering legendary customer experiences. The contact center handles a high volume of customer service interactions and all processing transactions related to claims, calls, web chat, faxes, mail, secure message, and e-mail requests. 

This is a full-time hybrid position located at our headquarters in Stevens Point, Wisconsin. 

Essential Duties and Responsibilities

• Facilitates implementation of company and department goals and objectives in support of Delta Dental of Wisconsin’s mission
• Manages working relationships with other company and department functions in alignment with Delta Dental of Wisconsin’s values
• Implements and ensures compliance with policies and procedures
• Implements and ensures operations of systems required to meet department objectives
• Reviews and approves human resource recommendations and conducts performance management
• Recommends department budget, analyzes and contributes to successful results
• Manages key performance metrics
• Develops and communicates key messages to staff
• Schedules and facilitates department meetings
• Provide referral support for the contact center. Issue resolution may involve research, documentation and referral for coaching/training on contact center tasks
• Respond to escalated inquiries from members, dental providers, employer group and broader representatives
• Measure and report work volume daily/weekly to Claim Operations leadership
• Responsible for working in the workforce management system, such as forecasting call volume and scheduling staff
• Ensure all tools, processes and procedures for customer service and claims processing are properly documented within the online knowledge base
• Train and provide instruction to new team members on customer experience and claims processing transactions
• Keep abreast of industry knowledge of contact center technologies and practices
• Maintain knowledge of and ensure that all relevant state regulations are followed
• Assist with curriculum development, including but not limited to, new hire training, claims processing, and ongoing learning
• Provide coaching in written and verbal format to team members related to contact center operations
• Assist Director, Customer Experience to develop, recommend, and manage the implementation and attain contact center goals, objectives and strategies, new program and service initiatives
• Hires, trains and provides coaching to team members to promote engagement and leadership development
• Actively seek business process improvements and provide oversight in projects to ensure effectiveness and efficiency
• Leverage systems to support the continued growth of processes within the platforms to ensure that desired business results are achieved in a quality manner
• Implement and enforce policies, procedures and standards of operation
• Understand and assist in meeting key performance metrics
• Through leadership, serve as a role model to demonstrate support and engagement with Delta Dental of Wisconsin’s mission, values and fundamentals

Non-Essential Duties and Responsibilities

• Respond promptly and professionally to inquiries from members, provider offices, agents/broker and employer group representatives via telephone, email, secure message, web chat and mail within established performance standards. Time in the phone queue is required during high volume times to assist with meeting service guarantees
• Quality assurance monitoring and reporting including, but not limited to, customer service telephone call monitoring, electronic interactive routing system (EIRS) claims processing, written response to web chat, secure message, email, faxes and written correspondence, claim adjustments, refund processes
• Special projects and other duties as assigned

At Delta Dental, in order to attract and retain great employees, we offer a comprehensive benefits package to support our employees and their families.   Our employees like it here, and we know that because our turnover is lower that what you might see in similarly sized organizations in our industry.  Our benefits package includes these great items:

• Health, vision, dental and life insurance
• Short- and Long-term disability insurance
• Health Savings, Flexible Spending and Dependent Care Accounts
• Competitive base salary
• Incentive compensation based on company results
• 401(k) with Employer match for income contributed up to an annual maximum (pre-tax or Roth)
• Bi-weekly employer contribution to employee retirement account of 6.5% gross compensation
• Significant wellness programming to support you, regardless of whether you work from an office, or from home

We encourage owning your work life balance with a Paid Time Off (PTO) allotment that includes PTO time based on years of service, company holidays and time off for volunteering/community work. We don’t just provide it; we encourage our employees to utilize the time off. 

See what our employees have to say about working at Delta Dental here:   https://www.deltadentalwi.com/s/employee-testimonial

If you are passionate about leadership and customer service and are ready to join a company that values our employees, culture, and the communities we serve, then Delta Dental of Wisconsin is looking for you.  Apply today.