customer service representative

call center representative

administrative assistant

account manager

claims processor

Delta Dental

One of the best salaries in the area. Benefits are generally good, though they have been reduced over the years. Delta Dental of Michigan "layed off" (fired) over 60 workers,  most of them long term employees for "lack of work".  Meanwhile they completed a multimillion dollar building renovation and they hired over 100 contractors. A large number of union office workers, some long term employees, had their jobs moved over 70 miles away and were basically told they could make the drive or leave the company. Contract employees, who could have worked at the location 70 miles away, were kept at the local location, and new contractors were brought in. The recent CEO, at his first general company meeting a few years ago, told the employee's they were paid too much, he was paid too little, and they could be replaced. The CEO's salary increased approximately 1200% over the next few years, as employee benefits declined. 
Although there are many other similar issues, most of the people there are intelligent, decent people who do a great job.

In the spirit of "full disclosure", I was fired by Delta Dental of Michigan in July of 2012.
I was fired from Delta Dental of Michigan in July of 2012 after 15 years of service. I had been accused of a crime I did not commit (and was later found not guilty of) which had nothing to do with my job at Delta Dental of Michigan. An assistant prosecutor made certain Delta Dental of Michigan was aware of the charges. No one from Delta Dental of Michigan talked to me about this. Instead I was fired for "attempting to defraud" the company. I was scheduled to attend a technology class, but learned I had been charged with a crime and had to take the first day of the class off to go to court. I made up the class work during the remainder of the class. We filled out time sheets every two weeks and I forgot to fill in the time as a day off.  At the time I had over two weeks of personal time available. In the past if I had forgotten to enter a day off, my supervisor would notify me and I would simply change my timecard. In this case, with no warning, verbal or otherwise, I was fired with no discussion or review. The Michigan State unemployment office agreed with me and determined I was fired without cause. 
My point is, after working for a company for 15 years, it is reasonable to expect them to at least show the employee some respect and give them an opportunity to explain the situation or defend themselves. Delta Dental of Michigan's behavior in this instance is typical of the culture they have developed over the past several years. As was the firing of the 60 employees and then hiring over 100 contractors and the moving of union office workers. Overall Delta Dental of Michigan is a good place to work, while you are working there. It isn't nearly as good as it was when I hired in over 15 years ago, but it is still good. Job security however is questionable and generally upper management lacks respect for employees.

Delta Dental is one of the worst companies I have worked for. Aside from the company, you can expect laid-back call flow Thursday & Fridays. However, also expect to receive calls from irate patients and dentist offices. PTO can be fairly easy to request with a waitlist, however, expect it to be drained as they take from it for ANY reason you’re not at work (call-outs, outages, PC issues, etc.). They also leave out the tidbit where if you leave the company & have used more than 8 hours of PTO a month, they expect you to pay it back to them(which will be taken out of your last check & depending on when you leave, you could still “owe”). Once you have no more PTO to drain, they will write you up for every absence (personal or otherwise) as if life stops happening when PTO is used. Everything goes by seniority, which means the weight of the work (calls) will fall solely on those who have none. Work force management will offer VTO on the most random days allowing most of the early shifts (those with seniority) to leave making call volume go UP and the late shift people to pick up the slack. Despite having shift bids, if you have NO seniority, you will get the later shifts regardless of what you choose. The only people who benefit here basically is those with seniority. Call grading involves a lot of nitpicking on the smallest things. If you breathe wrong or sniff, they’ll mark you down for unprofessional. You can’t read the notes verbatim for an issue with a claim, they want you to give the denial code to the provider (even though they’ve clearly seen this already and are calling for clarification). And even when you send it to the appropriate team for review, they either don’t get back with you or send it back with little to no information. The Supervisors are the saving grace as they will go to bat for you. They give random bonuses and gift cards (more these than bonuses) throughout the year, which feels like a way to make you feel the job is worth staying for, it’s not. This job will really test your mental health, I would not recommend. 

I worked in Federal Services in Customer Service as a Credential Specialist. I worked directly with the providers and personnel in the dental offices. I was responsible for promoting the veterans' program to the dentists, having them sign on as a provider, getting all the required contractual documents from them and then eventually retention.

What I learned was most people are really great and I learned to really listen to their concerns about signing on and to overcome most objections. I also broadened my computer skills learning to make spreadsheets etc.

Most of my coworkers were great. I get along with most people who are reserved or standoffish. Although it was a huge building, I had to work with others from other departments and everyone there was pretty congenial.

The hardest part of the job was learning to let go of fixing a problem as it had to come from another person or another department and the waiting period either for a correction or an answer was grueling at times. I had to learn to say to myself "it is out of my hands and there is nothing left I can do".

The most enjoyable part was talking with either the dentists or the Office Manager explaining the program, how the veterans would reap from the benefits, and how they too could make great income and fill in the open slots in their schedule.
Also, my manager did not micro manage. She expected us to do the job and she would be there when we had questions and for our weekly meeting to update her on our status.

Deep pockets for executive team perks and business expenses (regular off-site and out-state exec team meetings & free underground parking in addition to more common perks) but tighter strings for rank & file (no out of state relevant education, no licenses for useful software tools, limited laptop availability for non-exempt work-from-home situations...).  Executive team is particularly careful  crafting & controlling messages and timing to middle management and rank & file, and unwilling to share pertinent plans with individual department management until decisions have been made and initiatives are ready to be rolled out.  Basically, too many good employees are excluded from the "circle of trust" that shouldn't be excluded. If you are willing to work under these conditions without becoming frustrated then it's one of the better places to work.  

Most employees are trust-worthy, hard working professionals with a heart for giving to the community.

Benefits, particularly paid time off, 401k match, and insurance are among the best I've experienced.

Cube farm is sterile, and because walls only go as high as top of your head when seated many employees feel exposed.  Difficult to keep phone and cube discussions relatively private.

My experience was retaliation from Sup T Brown. I was given a final warning that  I immediately disputed. Initially I was told the final warning will stay (without any investigation). That same day I resigned , and emailed the VP as a last resort. As a result I was given a proper investigation where it was determined that the final warning was wrongly provided. I was lied on continuously by my sup throughout our entire time working together and in that final warning. Manager parks was fully aware. Despite me having complete proof (endless screenshots) she was able to keep her position. I was asked to return but I declined because she was able to stay. The Manager last name parks will tell you they don't tolerate retaliation but that's not true. He couldn't care less. He told me my concerns were valid initially ,but he declined to let me change teams to get away from her toxicity like I repeatedly asked. My stats spoke for themselves and I was a top performer every single month. The pay is good but its not worth the terrible experience management provides. Truly the worst job I’ve ever had as an employee and as a customer. You have no support from management, not even your own coordinators. I was there for over two years and never even had a verbal conversation with my coordinator. she was terrible too. Also I was wrongfully denied dental my first year and when I finally enrolled with DD of CA and DD of  IL together , neither paid my claims even after appealing. Do yourself a favor and RUN!




There is no consistency within the company between departments. One area may have the dress code enforced whereas another it is ignored.

Typical day consists of going through claims that are pended by my staff. Have 1:1 time with my staff to go over any questions that they may have. Gather the letters that they have printed out for the dental office ad separate them there is a lot more that I do in the typical day. I have learned a great deal while being with this company. I have learned how to use excel. I have learned how to handle FMLA for my staff and I have also learned how to keep proper and thorough documentation. I get a long with my co-workers but it does get frustrating when people that are not very good at their job get recognized but yet they always come to me with their questions. They have never been properly trained how to be a Supervisor. The hardest part of my job is dealing with my manager. I have a certain pattern that I get things done in and when she calls me I am to drop everything and do it. In don't think it would bother me if she just had me do it but she always asks by saying "I need you to do me a favor". Most of the time this is because she does not fully know what is going on within her department. The most enjoyable part of my job is being able to help my staff and provide them the information to be able to do a good job. I pride myself on being available for my staff.

I am nearing the end of my formal working days, and, honestly, in the 30 some years that I have been a functioning adult who pays his bills, respects everyone, and is universally liked everywhere I go, I have never seen a work environment that was as hostile as the Delta Dental Alpharetta office. Don't get me wrong...I think the company's mission is admirable, and many of my coworkers were great. My issue was that, from the moment I walked in the door, my manager harassed me about EVERYTHING that I did. He knew nothing about the type of work that I do, and instead of being supportive of the process that I have used for my entire working career and hundreds, perhaps thousands of courses and client engagements, he belittled me in front of my coworkers, and (because my coworkers told me so) behind my back as well. Made me feel worthless, and, at one point, depressed. I was not surprised that I was let go on the 80th day of my 90 day evaluation period. But, I was so disappointed that someone like my manager was allowed to treat anyone this way. Anyway, I had another job lined up before the ax fell. I demanded an on-site exit interview where I conveyed my concerns, knowing full well that they'd end up in the circular file.

No worries...I moved on. But, at some point, this manager is going to harass the wrong individual...and then, well...it won't be pretty.

The company aims to become a leading healthcare organization, but inconsistent adherence to project‑management principles and stakeholder influence often create scope creep and unclear ownership. 

The environment is highly political, leading teams to take on low‑value or misaligned initiatives. Collaboration with director‑level groups such as Configuration and Regulatory Adherence can be difficult due to undocumented processes and unclear responsibilities.

Across the organization, there is limited focus on long‑term strategy. Teams are frequently asked to perform minimal, low‑value task, which restricts meaningful learning and slows employee development. Even after deliverables are completed, stakeholders may request additional work, and managers typically support these additions, making it challenging to maintain boundaries. Micromanagement in some areas further limits autonomy.

For individuals seeking structured development, mentorship, and challenging, growth‑oriented work, the current environment may not fully align with those expectations as the organization continues to evolve its leadership and talent‑development practices.


A typical day at work consists of answering calls from members currently enrolled in a dental insurance plan, prospective members and dental facility professionals and answering questions or concerns regarding dental policies and handling requests from all parties.So far I have learned a lot about how insurance works and the major differences in having a PPO or HMO insurance policy.I have also learned how claims are processed and the effective ways to use dental insurance. 
Management at Delta Dental consists of different managers that oversee a team but all are extremely helpful when it comes to assisting everyone. When they are needed the management team does an excellent job of providing their knowledge and expertise to resolve the issue at hand.
As for my co-workers everyone gets along very well. Although there are teams everyone is able to interact with each other and the environment is always friendly. There are always team potlucks and birthday celebrations going on. Everyone is like a big family.
The hardest part of the job would have to be speaking with customers who are upset about something that has gone wrong with their policy or claim, and having to tell them no and they not understand why. On the positive side the most enjoyable part of the job is being able to help someone and hearing in their voice the appreciation that they feel. Its very rewarding to be able to make a difference.

First off, I regret ever leaving! I left for a dumb reason and have been regretting it every since. I started out as an Eligibility Clerk where I would give eligibility and benefit information in a call center environment. The training was phenomenal! It was 12 weeks and I had the best trainer and the best co-workers. I loved all of my supervisors. I promoted to an Audit Review Clerk where we had 8 weeks of training. We learned all about coordination of benefits and orthodontic payments along with more extensive details about the plans that were offered Premier and Preferred and how benefits were paid. We even learned how to arrange the full mouth xray! They have a wonderful cafe with excellent food. It is a wonderful work environment. It is union so you get your raise guaranteed. The pay is very good, the benefits are very good. Overall, it was the best employer I ever had in hindsight and I wish I could work for them again in the worst way but they use temp agencies now like every other company. They no longer direct hire for my line of business. I actually did work for them through a temp agency last year, the problem was the assignment only lasted three months. I was very disappointed I wasn't hired on as a permanent employee. Hopefully some day I will be able to work for Delta Dental again!

Top Job Titles	Average Salary
Customer service representative 20 salaries reported	$19.93 per hour
Call center representative 7 salaries reported	$19.71 per hour
Administrative assistant 3 salaries reported	$22.15 per hour
Account manager 5 salaries reported	$84,550 per year
Claims processor 1 salary reported	$23.50 per hour

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