• Interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services • Projects a professional company image and provides superior customer service by corresponding with customers via any of customer contact channels • Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions • Thoroughly and completely documents all customer interactions • Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations • Provides direction on the usage and benefits of self-service tools • Assists members on gaining access to care by locating a network dentist or assignment to a primary care dentist • Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role • Meets or exceeds individual, department, and client specific goals • Understands and adheres to all of DentaQuest’s administrative and contractual policies and procedures • Contributes to the success of the organization by suggesting ways to improve the service delivery processes • Other duties as assigned