Customer Care Advisor I-HI Claims -- Hybrid

External•Honolulu, HI

11d•$33,000 - $45,000•Hybrid

About The Position

When it comes to making a meaningful difference in the lives of our customers and employees, USAble Life is always ready. We are a diverse group of individuals working together to go the extra mile. Through our DEI initiatives, employees feel empowered to bring their talents and voice to our culture. Our passion for delivering the best products is matched only by our passion for our people. We are committed to making a meaningful difference in the lives of others which extends beyond our office walls. USAble Life has a long tradition of supporting our communities, and we’re proud of the fact that our employees share that commitment. We have been recognized as a “Best Places to Work” in Arkansas, Florida, and Hawaii. You’ll be rewarded with opportunities for personal and professional development and opportunities for advancement. This, coupled with our engaging culture and a comprehensive benefits package, ensures we are committed to our employees. Check out how we make a meaningful difference in the lives of others! https://player.vimeo.com/video/518665804 Customer Care Advisor HI Claims Overview The Customer Care Advisor makes a meaningful difference in the lives of our insured members at a time they may need us the most. As valued contributors to the customer care team, they demonstrate in both word and action a high quality of care, service, and accountability. By communicating professionally and empathetically the Customer Care Advisor makes it easy for customers to understand and access their life, disability, and supplemental insurance. In every service interaction, they exhibit USAble Life's commitment to providing peace of mind, ensuring that USAble Life remains the preferred choice for employers, members, and benefits administrators.

Requirements

Ability to listen to the customer's question, probe for appropriate information and understand the underlying need
Expresses information and concepts clearly and professionally and adapts communication style to the audience and situation
Strong troubleshooting skills and demonstrates ability to work in multiple administrative systems to locate information, investigate and resolve questions related to service requests
Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members
Basic knowledge of MS Office including Word, Excel, and e-mail tools
Understands sensitivity of customer data and demonstrates the ability to protect both customer and business information
High School Diploma or equivalent
2 years of customer service experience
Or, equivalent military experience

Nice To Haves

Some college course work and/or secondary training in Insurance Field
LOMA 280/290 or 281/291 certification
Experience in healthcare, medical provider, insurance, medical terminology, claims processing and/or medical coding.
SalesForce and/or CRM tool working knowledge and/or experience

Responsibilities

Demonstrates expertise in our products and services
Provides exceptional service by listening, understanding, and demonstrating empathy for the caller's needs and situation
Reviews and expertly explains coverage provisions, claim status, completes appropriate follow-up activities regarding coverage and claims and other service inquiries as assigned
Effectively navigates multiple systems to answer more complex inquiries, investigates payment, and resolves concerns with a high degree of professionalism
Acts as a member advocate by answering customer questions, offering alternative solutions, anticipating member needs, where appropriate, and setting expectations for future experience with USAble Life
With increasing levels of independence processes and inputs policy premium information in appropriate systems and notifies companies of billing discrepancies
Effectively works within the service teams, across teams, and with management to resolve customer requests, inquiries, and concerns.
Partners with management to provide training and guidance to less experienced team members
Maintains well-written and thorough documentation of service interactions to ensure comprehension by team members and customers
Works cohesively as a team to meet customer service performance metrics
May perform other duties as assigned

Benefits

A culture that values employees and celebrates, empowers, and inspires a diverse workforce
Outstanding and affordable benefits package
Yearly bonus potential and annual increases
PTO provided at date of hire
11 paid holidays
401(k) with up to 6% match; fully vested from day 1
Team-oriented, collaborative group of peers
Career advancement opportunities
Tuition Reimbursement
Employee Assistance Program
Inclusion Council and Employee Resource Groups
Recharge Days and Volunteer Time Off