Customer Care Analyst

Job DetailsJob Location: Florida and Oklahoma - FLPosition Type: Full TimeLiberty Dental Plan is hiring a Customer Care Analyst to take care of our members and their needs! The Customer Care Analyst serves as a confidential, neutral resource for members, ensuring fair treatment and helping resolve conflicts efficiently. You will manage dissatisfaction calls, grievances, exempt grievances, appeals, second opinions, and other escalated inquiries—accurately documenting each case in HSP while collaborating closely with Member Services, Grievance & Appeals, Dental Consultants, and internal partners.   Please note: This is a fully remote position, but candidates must reside in Oklahoma or Florida  Healthcare or dental industry experience is required   What You’ll Do Member Support & Communication Educate members on their rights, responsibilities, and available covered dental services Provide clear guidance on the complaint and appeals process Respond to inquiries within established turnaround times (72 hours; 24 hours for emergencies) Compose professional and comprehensive written responses Case Management & Documentation Categorize, track, and document cases accurately in HSP Analyze and review previous day’s call tracking for trends and corrective actions Collaborate with Grievance and Appeals, Compliance, Management Teams, and Dental Consultants Operational Excellence Support inbound and outbound call needs Process emails, two‑way chat messages, and other communication channels Assist the call center with training, help desk support, and performance guarantees Ensure full compliance with corporate policies and regulatory guidelines What Makes You Successful in This Role Strong communication skills—both written and verbal Ability to remain neutral, calm, and solution‑oriented Sound judgment and reasoning skills to route and resolve cases appropriately Commitment to handling sensitive information with confidentiality Drive to achieve first‑call resolution whenever possible Education & Experience Required High school diploma or GED Minimum 1 year of customer service experience, preferably in a call center Ability to pass a Florida Level 2 background check Preferred Bachelor's degree Previous dental experience Experience with: HSP, Meditrac, & CRM Dental terminology Claims/referral processing Conflict resolution experience Skills You Bring Advanced knowledge of HSP and dental terminology Strong working knowledge of Microsoft Excel and Outlook Ability to compose clear, comprehensive written responses Experience in conflict resolution and escalated case handling Strong analytical and decision‑making skills Location Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States. Please note: This is a fully remote position, but candidates must reside in Oklahoma or Florida  Healthcare or dental industry experience is required     What Liberty Offers Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity. We offer a first-class benefits package that includes: Comprehensive medical coverage through Anthem, with affordable premiums and multiple plan options - including an HDHP with HSA eligibility. 100% employer-paid dental insurance and low-cost vision coverage for employees and dependents. 401(k) retirement plan with immediate vesting, employer match, Roth option, and access to professional financial advice. Short-term disability and a variety of voluntary benefits, including accident, critical illness, and hospital indemnity insurance. Generous paid time off, including vacation and sick leave with rollover options, plus 10 paid company holidays and a wellness day. Additional benefits including company-paid life insurance, tuition reimbursement, an employee perks program, and flexible work options for eligible positions.   Compensation In the spirit of pay transparency, the base salary range for this position is $19.00 - $25.00 per hour, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions. Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for future salary growth.   Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. Liberty will leverage diverse perspectives in building high performance teams and organizational culture.  Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.  We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.   Sponsorship and Relocation Specifications Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled. No relocation assistance or sponsorship available at this time. #LI-MB1