Responsibilities
using the warm call process and improving access to dentists in rural areas
What is Helping members
TSC Representatives manage diverse customer inquiries, ensuring clear communication and timely assistance
What is Customer Inquiry Handling
acts as the backbone supporting smooth and efficient Medi-Cal Dental operations within Dental Business Operations (DBO) of Gainwell Technologies.
What is the TSC Department
something your face does when happy
TSC
What is Telephone Service Center
telephone inquiries and complaints/grievances
What is Responding to Member/Provider
make sure members and providers receive quick answers to their questions
What is Frontline Responders/TSC Representatives
who is at the top of the TSC
Who is the Call Center Manager
Staying organized and managing your time handle all tasks
What is Time Management
DHCS
What is the Department of Health Care Services
assisting members with rescheduling and canceling appointments
What is Scheduling dental appointments
How the crucial role in maintaining caller satisfaction and operational efficiency is achieved
What is addressing problems, offering guidance, and resolving challenges
goals like innovation, customer satisfaction, and operational excellence.
What are organization's strategic goals
Providing empathetic, patient, and solution-oriented service for increased customer satisfaction
What is Customer Service Excellence
DBO
What is Dental Business Operations
requests for Medi-Cal Dental member history
What is Responding to Member/Provider
resolves issues efficiently using their technical knowledge and protocols
What is Technical Troubleshooting
who oversee daily operations and provide guidance to ensure smooth team performance
What is Team Leads and Supervisors
will increase your performance and contribute to a positive workplace
What are Tips for Success
TAR
What is Treatment Authorization Request
Claim/Treatment Authorization Request (TAR) status
What is Responding to Member/Provider inquiries
Accurate documentation and proper escalation make for the best resolution and customer satisfaction
What is Documentation and Escalation
who facilitates onboarding and continuous updating with refresher courses
What is the Training Department
Asking questions to learn and grow in your role
What is Proactive Learning
CRM
What is Customer Relationship Management