Government Programs Customer Service Vendor Liaison - Delta Dental of Michigan : Job Details

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. 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. It's 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.

Serves as a liaison between Delta Dental/Renaissance and the vendor's customer service department, including training coordination, communicating plan updates, ensuring compliance with regulations and guidelines, organizing call calibration sessions, and assisting with oversight activities.

Primary Job Responsibilities

• Coordinates training sessions to ensure vendor customer service representatives (CSRs) are well-informed about Renaissance products and services.
• Communicates plan updates and changes to the vendor's customer service department to ensure accurate and up-to-date information is provided to customers.
• Ensures compliance with plan regulations and guidelines by monitoring vendor activities and providing necessary guidance.
• Coordinates call calibrations to maintain consistency and quality in customer service interactions.
• Assists with oversight activities, including reviewing vendor CSR calls and scorecards to identify areas for improvement.
• Conducts live listening sessions of vendor CSR calls to ensure adherence to quality standards.
• Reviews call metrics reports and CSR performance reports to monitor and evaluate vendor performance.
• Works with the vendor to address deficiencies and implement corrective actions.
• Participates in meetings, audits, trainings, and business improvement initiatives.
• Collaborates and communicates closely across departments to ensure data accuracy and consistency.
• Assists in the development of departmental policies and procedures required for effective vendor management.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Requirements

Position requires a bachelor's degree in business administration, healthcare management, or a related field and two years of experience in customer service, vendor management, or a related area. Prior experience with training coordination and compliance monitoring 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 judgment.

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.