Our Inquiry Response Unit (IRU) Team, within the Quality Management (QM) Department, provides customer service and support to our patients with concerns. As an IRU Representative, you will provide administrative support to our patients acting as a liaison between our patients and providers in hopes of finding resolutions and ensuring patient satisfaction.

The ideal candidate will have excellent administration and customer service skills with a background in dentistry (or healthcare) and the ability to work Monday through Friday at our Corporate Offices in Orange, CA.

About Sonrava:

Sonrava Health is the parent organization of a national family of health and wellness companies, united by a singular dedication to delivering high-quality, convenient and affordable care through innovative provider models, health coverage and product offerings. A geographically diverse, multi-specialty organization with a unique mix of providers and payors, Sonrava Health is comprised of several companies – including Western Dental & Orthodontics, Western Dental Kids, Brident Dental & Orthodontics, Brident Dental Kids, LooksBrite Eye Centers, EyeMax Vision Plan, MIB Insurance Plans, Vital Smiles, Mid-Atlantic Dental Partners, DentalWorks, and Perfect Teeth – all united in our commitment to quality, value and innovation in care.

• Provide telephonic assistance to patients/members regarding concerns and or grievances.
• Responsible for monitoring and processing communications such as incoming emails, online grievance submissions and faxes from patients, provider, office staff, and internal departments regarding patient/member concerns.
• Logging of pre-Grievance and either resolution or referral to 30-day Grievance process.
• Compose acknowledgement letters to patients and members using templates.
• Process account adjustments in accordance with established guidelines.
• Meet required deadlines.
• Support management with other various tasks and duties as assigned.

• Customer service experience (minimum 1 year), preferably in the healthcare field
• Excellent verbal and written communication.
• Ability to work in a regulatory environment with very strict timeliness and accuracy requirements.
• Strong problem-solving abilities.
• Dedication to excellent service.
• Strong organization and follow-up skills.
• Team-player mentality.
• Knowledge of Microsoft Office (Excel and Word).
• Bilingual, preferred

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Sonrava Health offers a competitive benefit package designed to enhance the lives of our team members. Team Members are eligible for benefits based on his or her full-time status:

• Paid Time Off (PTO)
• Healthcare Insurance (Medical & Dental)
• Vision Coverage
• 401(k)
• Professional Training
• Career Advancement Opportunities