Customer Service Reporting Specialist - Driving Business Excellence through Data-Driven Insights in a Dynamic Remote Environment

Unlock Your Career Potential with Delta Dental of Michigan, Ohio, and Indiana

At Delta Dental of Michigan, Ohio, and Indiana, we're not just a leading dental plan administrator; we're a community-driven organization dedicated to improving oral health through benefit plans, advocacy, and community support. As part of the Delta Dental Plans Association, we operate two of the largest dental networks in the nation, making a tangible difference in the lives of millions. Our All In culture is more than just a mindset – it's a commitment to taking charge of our careers, supporting our colleagues, and lending a hand in the community.

Job Summary: Customer Service Reporting Specialist

We're seeking a highly skilled and motivated Customer Service Reporting Specialist to join our team in a fully remote capacity. As a key member of our team, you will be responsible for running, validating, and reporting on CMS business statistics, call logs, and grievance logs, ensuring data accuracy, efficiency, and validity. If you're a detail-oriented, analytical problem-solver with a passion for driving business excellence, we invite you to explore this exciting opportunity.

Primary Job Responsibilities

• Design, Test, and Maintain Custom Reporting: Develop and maintain custom contact center reporting related to the CMS business, analyzing data to identify trends and areas for improvement.
• Drive Performance Improvement: Recommend performance enhancement opportunities based on data analysis and trends, supporting business performance guarantee reporting for the call center as it relates to CMS business.
• Troubleshoot and Resolve Reporting Issues: Identify and resolve reporting issues, collaborating with relevant teams to determine root causes and implement corrective actions.
• Report on Logs and Grievances: Generate reports on logs and grievances as per plan requirements, supporting contracts, ad hoc reports, and audits, and update, validate, and track call log and grievance data within our CRM tool.
• Collaborate and Communicate: Participate in meetings, audits, trainings, and business improvement initiatives surrounding CMS business, collaborating with supervisors, trainers, managers, and directors to identify process improvements and department training needs.
• Track Performance Trends: Monitor performance trends, issues, and inconsistencies to identify coaching opportunities, ensuring data accuracy and consistency across departments.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• An Associate's degree in a relevant field (such as business administration) or equivalent experience.
• A minimum of four years of experience in gathering, analyzing, researching, verifying, and/or reporting data using software applications.
• Intermediate knowledge of word processing, spreadsheet, and database applications.
• Strong analytical skills, with the ability to interpret complex data sets and identify trends.
• Excellent organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong verbal and written communication skills, with the ability to present complex data insights to both technical and non-technical stakeholders.
• The ability to solve complex problems using independent judgment.

Prior CMS reporting experience is preferred, but not required. We're open to candidates with a suitable combination of education, training, or experience.

What We Offer

At Delta Dental of Michigan, Ohio, and Indiana, we're committed to providing a supportive and inclusive work environment that fosters career growth and development. As a fully remote role, you'll enjoy the flexibility and autonomy to work from anywhere, while still being part of a dynamic and collaborative team. Our competitive salary and benefits package reflect our commitment to attracting and retaining top talent.

Career Growth and Development Opportunities

As a Customer Service Reporting Specialist, you'll have opportunities to develop your skills in data analysis, reporting, and business intelligence, while also gaining insights into the dental benefits industry. Our All In culture encourages professional growth and development, with training and development programs to support your career aspirations.

Work Environment and Company Culture

Our fully remote work environment offers the flexibility to work from anywhere, at any time, as long as you're connected to our team and committed to delivering exceptional results. We're proud of our inclusive and diverse culture, which celebrates different perspectives and backgrounds.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A reliable and steady income.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment.
• A comprehensive benefits package.

Join Our Team!

If you're a motivated and detail-oriented professional with a passion for data analysis and business intelligence, we encourage you to apply for this exciting opportunity. As a Customer Service Reporting Specialist, you'll play a critical role in driving business excellence and supporting our mission to improve oral health. Apply now and take the first step towards a rewarding and challenging career with Delta Dental of Michigan, Ohio, and Indiana.

Ready to join us? The first step is easy. Click apply now and we'll be in touch soon!