Job Description

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

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

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