Customer Advocate

Dearborn National is a Third Party Administrator (TPA) for multiple Blue Cross and Blue Shield Dental insurance plans across the nation. Under supervision, this position is responsible for working on the phone all day in a call center to assist members, Providers, Groups and third parties by responding to telephone and written inquiries in a prompt, accurate and objective manner. Duties include conducting research. Spending approximately 90% of the scheduled time on the phone according to business need. ESSENTIAL FUNCTIONS:
1. Responsible for responding to telephone and/or written inquiries, working independently and consistently meeting customer needs. Receive, research, and process information from member or provider to determine needs/wants and ensure customer questions have been addressed. Determine appropriate action to be taken. Spend approximately 90% of the scheduled time on the phone according to business need.
2. Read and interpret contract language, gather appropriate documents, i.e. claim copies, claim history data, canceled checks, on-line status, Explanation of Benefits (EOBs), and utilize applicable terminal screens including on-line documentation, intranet and internet navigation.
3. Initiate and code adjustment transactions to correct and resolve inquiries.
4. Analyze inquiries to anticipate and determine inquirer's needs and next action to be taken to respond in a prompt and accurate manner.
5. Deliver agreed upon actions at stated time.
6. Collaborate with providers, families, and patients by ensuring communication is open and information appropriately shared (in compliance with HIPAA) to ensure member's and provider's needs are met.
7. Obtain required or missing information via correspondence or telephone.
8. Provide guidance to members when determining what products best suit their needs.
9. Provide appropriate amount of information in a timely manner and confirm customer understands information.
10. Flexible in dealing with customers.
Dearborn National requires flexibilty between 7am to 7pm, Monday through Friday as well as one Saturday each month.

ESSENTIAL FUNCTIONS:
1. Responsible for responding to telephone and/or written inquiries, working independently and consistently meeting customer needs. Receive, research, and process information from member or provider to determine needs/wants and ensure customer questions have been addressed. Determine appropriate action to be taken. Spend approximately 90% of the scheduled time on the phone according to business need.
2. Read and interpret contract language, gather appropriate documents, i.e. claim copies, claim history data, canceled checks, on-line status, Explanation of Benefits (EOBs), and utilize applicable terminal screens including on-line documentation, intranet and internet navigation.
3. Initiate and code adjustment transactions to correct and resolve inquiries.
4. Analyze inquiries to anticipate and determine inquirer?s needs and next action to be taken to respond in a prompt and accurate manner.
5. Deliver agreed upon actions at stated time.
6. Collaborate with providers, families, and patients by ensuring communication is open and information appropriately shared (in compliance with HIPAA) to ensure member?s and provider?s needs are met.
7. Obtain required or missing information via correspondence or telephone.
8. Provide guidance to members when determining what products best suit their needs.
9. Provide appropriate amount of information in a timely manner and confirm customer understands information.
10. Flexible in dealing with customer needs, including deviations of normal practices, procedures or benefit structures.
11. Recognize member as not only a customer but an individual whose health status/preferences are unique.
12. Recommend improvements in processing and procedures by informing appropriate personnel of revisions.
13. Adhere to production standards and goals.
14. Adhere t

About Aerotek:

Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.