Customer Service Reporting Specialist
Job Title: Customer Service Reporting Specialist Number of Positions: 0 Location: Farmington Hills, MI Location Specifics: Fully Remote Job Summary: At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities for all. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. Its a mindset, feeling and attitude we wrap around all that we do from taking charge of our careers, to helping colleagues and lending a hand in the community. Position Description To run, validate, and report on CMS business statistics, call logs, grievance logs, and ensure data accuracy, efficiency and data validity. Primary Job Responsibilities Designs, tests, analyzes, and maintains custom contact center reporting as it relates to the CMS business. Recommends performance improvement opportunities based on analysis and trends. Supports the business performance guarantee reporting for the call center as it relates to CMS business Troubleshoots reporting issues, assists in root cause determination, and issues correction coordination, as necessary. Reports on logs and grievances per the plan requirements to support contracts, ad hoc reports, and audits. Updates, validates and tracks call log and grievance data within CRM tool to ensure validity and accuracy. Participates in meetings, audits, trainings, and business improvement initiatives surrounding CMS business. Collaborates with supervisors, trainers, managers, and director regarding process improvements and assists in identifying department training needs surrounding CMS business. Tracks performance trends, issues, and inconsistencies to identify coaching opportunities. Collaborates and communicates closely across departments to ensure data accuracy and consistency. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above. #LI-Remote Minimum Requirements: Position requires an associate's degree, technical, vocational, or business school with coursework in business administration and four years of experience gathering, analyzing, researching, verifying, and/or reporting data using software applications. Prior CMS reporting experience is preferred. Will accept any suitable combination of education, training, or experience. Position requires intermediate knowledge of word processing, spreadsheet, and database applications; strong analytical skills;; strong organizational skills; strong verbal and written communication skills; and the ability to solve complex problems using independent judgement. Position may require occasional travel and working outside of regular business hours. The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance. Apply Job!