About this role

The Dental Customer Service Representative plays a key role in supporting providers and policyholders by delivering high-quality service and accurate request processing. This position handles routine customer inquiries related to dental products and services, ensuring timely and effective resolution while maintaining service excellence standards. The CSR supports customer retention by contributing to positive service experiences, collaborating with internal teams, and escalating more complex issues as needed to ensure proper resolution. This role is essential to maintaining efficient operations and fostering strong relationships with customers and providers.

Our next training class will start on Friday, July 10th. Structured, paid training with strict attendance expectations; includes systems navigation, call flows, benefit/claims fundamentals, documentation standards, and service quality.

Dental Contact center hours of operation are Monday–Friday, 7:00 AM–7:00 PM CST; shift options post-training based on business needs. Occasional late shifts coverage required and overtime opportunities during peak seasons.

WHAT WE CAN OFFER YOU:

Hourly Wage: Minimum: $20.00 - $20.50, plus annual bonus opportunity.
Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

Handle both outbound and inbound calls from Dental providers, members, and policyholders regarding dental benefits, claims, and payments, delivering accurate and empathetic service.
Research, analyze, and resolve routine inquiries using multiple systems, policies, and reference materials, escalating sensitive or complex issues as needed.
Explain claim status, benefit determinations, and payment details clearly, placing outbound calls only when follow-up or clarification is required.
Collaborate with internal teams and apply problem-solving skills to resolve discrepancies and turn service issues into positive experiences.
Stay current on dental terminology, benefit plans, regulations, and internal processes while managing priorities efficiently in a fast-paced environment.

WHAT YOU’LL BRING:

Strong oral and written communication skills with the ability to deliver thorough, high-quality customer service and sound judgment.
Minimum 1 year of customer service or contact center experience; health, dental, or insurance background preferred.
Basic knowledge of dental insurance products and familiarity with medical/dental terminology.
Proficient in using multiple computer systems simultaneously, with strong typing, documentation, and multitasking skills, while managing high call volume.
Detail-oriented, adaptable, and analytical, with a commitment to privacy (HIPAA), regulatory compliance, and flexible scheduling requirements.
You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

Planning and organizing skills with the ability to set priorities.
Basic product knowledge of assigned area
Knowledge of medical terminology

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

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