Hybrid Customer Care Advisor I – HI Claims

at USAble Life

• Job title: Customer Care Advisor I – HI Claims
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $33,000 - $45,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Honolulu, United States

About the role

• Customer Care Advisor providing exceptional service and support for insured members at USAble Life. Responsibilities include navigating inquiries, processing claims, and advocating for customers with empathy.

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

Requirements

• High School Diploma or equivalent
• 2 years of customer service experience
• Some college course work and/or secondary training in Insurance Field preferred
• LOMA 280/290 or 281/291 certification preferred
• Experience in healthcare, medical provider, insurance, medical terminology, claims processing and/or medical coding preferred
• SalesForce and/or CRM tool working knowledge and/or experience preferred

Benefits

• 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