To support member needs, the full-time Florida Licensed Customer Care Analyst will manage escalated inquiries, grievances, and appeals while ensuring accurate documentation in HSP, all in a fully remote capacity for candidates residing in Florida or Oklahoma. Key responsibilities Educate members on their rights, responsibilities, and available dental services while guiding them through the complaint and appeals process Accurately categorize, track, and document cases in HSP, analyzing call trends for corrective actions Assist with inbound and outbound call needs, ensuring compliance with corporate policies and regulatory guidelines Required qualifications 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 Experience in the healthcare or dental industry Knowledge of HSP, Meditrac, and CRM systems is preferred