Customer Service

ibex is seeking a dedicated Customer Service Representative to deliver outstanding support across multiple healthcare and insurance services. As a Customer Service Representative, you will engage directly with customers, resolving inquiries, educating on benefits, and ensuring accurate claim processing. This role is perfect for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to make a meaningful impact on the customer experience while contributing to a growing, innovative company.

Role Overview: Customer Service Representative

As a Customer Service Representative, you will provide high-quality service to members and providers, handling inquiries across phone, email, chat, and web portal channels. You’ll ensure accurate information delivery, resolve complex questions, and promote the use of self-service tools while maintaining professionalism and a strong customer focus.

Key Responsibilities for Customer Service Representative

• Resolve coordination of benefits inquiries by analyzing patient activity, including enrollment, claims, and third-party liability

• Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations

• Provide guidance on self-service tools to improve access to care

• Assist members in locating network dentists or assigning primary care providers

• Escalate inquiries beyond your scope to the appropriate departments

• Thoroughly document all interactions and maintain accurate records

• Research and resolve internal and external complex customer inquiries with professionalism

• Manage claim payments, resubmissions, stop payments, and voids as needed

• Meet or exceed individual, department, and client-specific goals

• Suggest improvements for service delivery processes to enhance overall organizational success

• Perform other duties as assigned

Required Qualifications

• High School Diploma or equivalent

• 2+ years of experience in a high-volume customer service environment

• Ability to multi-task across multiple applications

• Strong verbal and written communication skills

• Proficiency with Microsoft Office applications

• Excellent organizational skills and attention to detail

• Ability to work independently and collaboratively in a fast-paced production environment

• Critical thinking and problem-solving skills

Preferred Qualifications

• Knowledge of medical/dental terminology

• Experience with Medicare/Medicaid

• Claims, billing, and coding experience

• Previous healthcare industry experience

ibex Benefits

• Medical, Dental, and Vision Insurance

• 401(k) Retirement Savings Plan

• Paid Time Off

• Paid T-Mobile Cell Service

• $500 Employee Referral Program

• Employee PerkSpot (retail, hotel, food, restaurant, car rental discounts, and more)