LIFE IS TOO SHORT TO WORK WITH JERKS.

NCD is a leading dental and vision insurance provider offering high-quality dental products underwritten by Nationwide Life Insurance Company and individual vision plans utilizing the VSP network. We are known for our promise of providing high-quality dental and vision care at affordable prices. Our mission is to deliver unparalleled member satisfaction.

Come work in a positive, vibrant, and professional environment with friendly coworkers that are a pleasure to be around. If you like to win every day, then we are looking for you. We are building a world-class service team at NCD, the fastest-growing dental plan in the country. Applying candidates should enjoy the challenge of working in a culture that generates a high level of activity and enjoy working with our senior-aged clients.

NCD Dental & Vision has an opportunity for an in-office or remote Member Care Advisor to join our team. Your role is simple: provide the highest level of phone service to our customers in a timely manner.

THIS POSITION IS REQUIRED TO BE IN THE OFFICE DURING THE 2-4 WEEKS OF TRAINING. AFTER TRAINING, MEMBER CARE ADVISORS MAY BE ELIGIBLE TO TRANSITION TO A REMOTE, WORK-AT-HOME ROLE WITH MANAGEMENT APPROVAL. EMPLOYEES MUST MEET PERFORMANCE AND ATTENDANCE EXPECTATIONS TO BE ELIGIBLE TO WORK FROM HOME, INCLUDING CALL METRICS, QA SCORES, ATTENDANCE, AND SCHEDULE ADHERENCE. ALL REMOTE EMPLOYEES MUST MAINTAIN A WORKSPACE THAT ALLOWS FOR PROFESSIONAL CONVERSATIONS FREE FROM DISTRACTIONS AND/OR BACKGROUND NOISE.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles both inbound and outbound communication with members and/or providers
• Communicates with clients across multiple channels, including phone, email, and chat
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions
• Refer new product enrollment or changes to existing enrollment to a licensed agent
• Address billing or service complaints and inquiries; forward escalated issues to correct department for investigation
• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact
• Continually maintains working knowledge of all company products and services
• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits
• Responsible for building trust with members across the healthcare life cycle and improving member retention through CARES Training provided to the member
• Responsible for meeting performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence
• Attends and participates in team meetings, skill builders, training exercises

QUALIFICATIONS:

• 2+ years of customer service experience
• College degree preferred, but not required
• Excellent verbal and written communication skills
• Proficient computer skills including MS Word, Excel, Outlook, Teams
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously