Partner Services Operations Specialist - Remote

USAble Life•Jacksonville, FL

11d•$56,000 - $78,900•Remote

About The Position

USAble Life is committed to making a meaningful difference in the lives of our customers, communities, and each other. We are a diverse team united by a shared drive to go the extra mile. Through our DEI initiatives, employees feel empowered to bring their unique talents, perspectives, and voices to our culture. Our dedication to delivering exceptional products is matched by our passion for supporting our people. We believe that making an impact extends beyond our office walls, and our longstanding tradition of community involvement reflects that commitment. We’re proud that our employees consistently embrace and uphold this spirit of service. Recognized as a “Best Places to Work” in Arkansas, Florida, and Hawaii, USAble Life offers opportunities for personal and professional growth, along with avenues for career advancement. Combined with our engaging culture and comprehensive benefits package, we are committed to ensuring our employees feel valued, supported, and inspired.

Requirements

1+ year of experience in insurance, benefits administration, customer service, operations, or partner support
Experience researching and resolving operational or service-related inquiries
Ability to interpret benefit, eligibility, enrollment, billing, or claims information
Proficiency with Microsoft Office 365 (Excel, Word, Outlook)
Working knowledge of ancillary insurance operations, including benefit administration, claims, enrollment, billing, partner support, and service issue handling
Ability to research complex operational questions, analyze available information, and determine appropriate next steps for resolution
Ability to document case activity, research findings, decisions, and follow-up actions clearly and completely
Ability to identify recurring trends, service issues, documentation gaps, and process concerns
Ability to coordinate issue resolution across internal departments, business partners, vendors, and other external contacts
Strong written and verbal communication skills, including the ability to provide clear status updates and explain operational information effectively
Strong attention to detail, organization, follow-through, and ability to manage multiple priorities in a fast-paced environment
Customer service mindset with the ability to support partners, members, providers, vendors, and internal stakeholders professionally and responsively
Proficiency with Microsoft Office 365 required
Bachelor’s Degree or equivalent related experience
1 year of relevant ancillary insurance, benefits administration, customer service, operations, or partner support experience
Proficiency in Microsoft Office 365, including Excel, Word, Outlook, and PowerPoint, required

Nice To Haves

Salesforce, Bastion, reporting tools, and/or related insurance operational systems preferred
Experience with Salesforce case management, operational reporting, and shared tracking tools preferred
Experience supporting partner service workflows and coordinating cross-functional issue resolution preferred

Responsibilities

Evaluate and coordinate resolution of Partner service inquiries received through Salesforce, shared support mailboxes, and other service channels; analyze request details, interpret available information, determine appropriate next steps within established procedures, document actions taken, provide timely updates, and ensure cases are tracked through resolution in accordance with departmental procedures and service level expectations
Analyze, research and coordinate resolution of benefit, eligibility, enrollment, reinstatement, retroactive cancellation, service access, subrogation, subpoena, benefit summary, and other ancillary product-related inquiries by reviewing multiple factors, interpreting available information, and partnering with internal departments, business partners, vendors, and legal resources as appropriate
Apply established benefit operations guidelines to support new groups, benefit changes, plan updates, coverage code changes, transmittal processing, benefit grid maintenance, and validation of benefit information maintained internally or shared with operational partners; identify discrepancies, assess operational impact, and recommend next steps when appropriate
Analyze, validate, coordinate, and monitor operational reports, tracking files, mapping documents, rollover items, delinquency or coverage-related follow-ups, invoice support items, and other assigned reporting activities; identify variances, resolve routine issues within defined authority, and escalate exceptions when needed
Identify recurring service issues, operational trends, documentation gaps, and process concerns; evaluate potential causes, present findings to leadership, and recommend corrective actions, process improvements, quality control steps, and consistency improvements across partner service workflows
Represent assigned workstreams in partner and internal meetings as needed; provide informed updates and recommendations on assigned service items, clarify operational requirements, assess implementation or service impacts, and coordinate next steps with Account Management, underwriting, enrollment, billing, claims, service teams, vendors, and other business partners
Maintain complete, accurate, and audit-ready documentation within Salesforce, applicable reports, shared tracking tools, and departmental resources; evaluate documentation completeness and consistency to support transparency, continuity, and compliance with internal documentation standards
Contribute to the development, review, and maintenance of standard operating procedures, training materials, resource lists, implementation guidance, cross-training tools, and other departmental reference materials by identifying needed updates and recommending content improvements
Facilitate knowledge sharing and coordinated coverage for assigned workflows to promote team continuity, reduce single-person dependencies, and ensure consistent handling of partner service work
Performs other related duties and responsibilities as assigned

Benefits

A culture that values employees and celebrates, empowers, and inspires a diverse workforce
Outstanding and affordable benefits package
3.5 weeks of PTO and 11 paid holidays
401(k) with up to 6% match; fully vested from day 1
Remote opportunities with company-provided equipment
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