Customer Care Advisor I-HI Claims -- Hybrid

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!

What We Offer You:

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

This position is located in Honolulu

The base salary range for a Customer Care Advisor I - HI Claims is $33,000 to $45,000. Actual salaries will vary by geographic location and are based on factors such as candidate's qualifications, experience, skills, competencies, and company tenure and equity. In addition to base compensation, this role is eligible for an annual incentive plan based on company performance and individual performance.

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.

Essential Duties

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

Required Knowledge, Skills, and Abilities

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

Required Education and Experience

High School Diploma or equivalent

2 years of customer service experience

Or, equivalent military experience

Preferred Education and Experience

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

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.