Knowledge Management System Specialist

COMPANY INFORMATION

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

GENERAL SUMMARY

The Knowledge Management System Specialist assist Customer Service Agents with complex questions via phone and messaging. This position functions as a subject matter expert in customer service operations. Providing customer service back-up on inbound calls to members, providers, brokers and group administrators of Delta Dental of Minnesota and Delta Dental of Nebraska. Responsible for successfully managing inbound calls, outbound calls, claims processing support, customer service questions and special projects. This role is the subject matter expert for all aspects of customer service operations including, but not limited to: inbound call management, coverage continuation, Portal Support, claims processing and act as on the floor support for agents. The position requires excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. The Knowledge Management System Specialist should have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment authorization at this time.

ESSENTIAL FUNCTIONS

1. Manage complex incoming calls and customer service inquiries.
2. identify, assess, and provide solutions for customer needs to achieve satisfaction.
3. Build sustainable relationships and trust with customers through open and interactive communication.
4. Provide accurate, valid, and complete information by using the right methods/resources.
5. Meet persona/customer service team call handling targets.
6. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
7. Exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.
8. Making decisions as needed without supervision to ensure a positive customer experience
9. Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
10. Maintain up-to-date knowledge of policies, processes, and programs
11. Solicit and collect feedback and recommend improvement opportunities
12. Represent Delta Dental at internal and external meetings with employees, customers or providers
13. Perform special projects and assignments within established time frames
14. Serves as a key resource throughout the organization on complex and/or critical issues
15. Act as the subject matter expert (SME) supporting all areas of Customer Service Operations

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

KNOWLEDGE, SKILLS AND ABILITIES

Required:

1. High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
2. Ability to convey a positive and professional image to customers and employees
3. Ability to listen and communicate effectively (verbally and in writing), maintain composure in high-pressure situations, remain calm and courteous
4. Customer-oriented with ability to adapt and respond to different types of customer concerns
5. Proven leadership abilities as demonstrated by the capacity to influence customers, employees, and management in support of business initiatives
6. Demonstrated collaboration and negotiation skills
7. Self-starting and motivating, manage multiple priorities and aggressive timelines
8. Ability to multi-task, prioritize, and manage time effectively
9. Ability to resolve complex situations effectively; analytical, efficient, thorough, probe, identify root cause, and follow through to its conclusion
10. Ability to present to stakeholders, internally and externally
11. Strong understanding of company products, policies, and services
12. Provide training, direction, and motivation to employees as necessary
13. Proficient with Microsoft Office (Word, Excel, PowerPoint)
14. Strong knowledge of claims and systems processes, benefits and eligibility, coverage continuation, portal support, enrollment, and technology aptitude
15. Strong phone contact handling skills

EDUCATION AND EXPERIENCE

Required:

1. High School Diploma or G.E.D.
2. 2+ years' customer service experience in healthcare and/or insurance
3. Experience using Microsoft Office applications (e.g., Word, Excel, PowerPoint)
4. Experience using call center software applications and phone systems

Preferred:

1. Bachelor's degree
2. 3+ years' experience working at Stratacor
3. Experience working in a management or team lead role

WORK ENVIRONMENT/PHYSICAL DEMANDS

1. Travel Requirements: up to 10%
2. Weight Lifting Requirements: up to 10 lbs.
3. Sedentary Work: Prolonged periods of sitting at a workstation while working at a computer

RELATIONSHIPS

1. Reports To: Knowledge Management Supervisor
2. Directly Manages: None
3. Internal Relationships: Functional areas
4. External Relationships: Providers, Brokers, Group Administrators and Members

BENEFITS & COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage, flexible spending plans, a 401(k) plan, Paid Time Off (PTO) and Holidays. Visit https://www.deltadentalmn.org/employee-benefit-packages for more information.

The starting salary range for this position is between $21.00 and $26.00 per hour. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team member's. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)