Supervisor, Consumer Care

The Supervisor, Consumer Care will be responsible for the daily supervision and support of the Consumer Care service team for the Individual Administrative Services (IAS) business unit.

Delta Dental of Wisconsin offers a comprehensive benefit package which includes health and dental insurance, employer match within our 401(k) retirement plan, and a generous Paid Time Off program. You do not want to miss this opportunity, apply today.

Essential Duties and Responsibilities

• Assists with implementation of company and department goals and objectives in support of Delta Dental of Wisconsin’s mission


• Interacts with other company and department functions in alignment with Delta Dental of Wisconsin’s values


• Provides guidance on policies and procedures


• Ensures operations of systems required to meet department objectives


• Assists in orienting and training human resources and provides input to performance management


• Understands department budget and contributes to successful results


• Understands and assist in meeting key performance metrics


• Communicates key messages to staff


• Assists in facilitating department meetings


• Provide referral support for the Benefit Advisors IAS. Issue resolution may involve research, documentation and referral for coaching/training team tasks.


• Respond to escalated calls from consumers or dental providers


• Provide real time phone monitoring, feedback and efficiency coaching to the Consumer Care team (IAS)


• Conduct performance supervision of staff as well as one-on-one performance update meetings


• Respond to disputes submitted by policyholders and providers and provide supporting documentation to IAS clients.


• Respond promptly and professionally to inquiries from consumers, dental offices and agents/brokers via telephone, email, web chat and mail within established performance standards. Time may be scheduled in the phone queue each day.


• Assist with the implementation of company and department goals


• Provide input to human resources recommendations

Non-Essential Duties and Responsibilities

• Responsible for working in the workforce management system, such as forecasting call volume and scheduling staff


• Monitor and report work volume daily to direct leader


• Ensure all tools, processes and procedures for customer service and claims processing are properly documented


• Conduct quality assurance monitoring and reporting including, but not limited to, customer service telephone call monitoring, EIRS claims processing, written response to email, faxes and written correspondence, claim adjustments, refund processes; provide coaching and mentoring


• Special projects and other duties as assigned

Education/Experience/Personal Requirements

• Associate degree in a related business field and two years’ experience in a business setting or equivalent combination


• Computer skills, including experience with MS Office Suite applications


• Experience working in a team-oriented, collaborative environment


• Strong customer service orientation


• Strong interpersonal, written and oral communication skills


• Analytical and problem-solving abilities


• Ability to effectively prioritize and execute tasks


• Must be well-organized and attentive to detail


• Ability to operate a computer keyboard, mouse and to handle other computer components.


• Ability to operate general office equipment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Repetitive motion: Substantial movements (motions) of the wrists, hands and/or fingers


• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling


• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.


• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.


• Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.


• Visual Acuity: The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading

Work Conditions

The work conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office working conditions which may require sitting for extended periods of time


• National travel required <5%