USAble Life

Customer Support

• 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

Customer Care Advisor I – HI Claims

• Demonstrate in both word and action a high quality of care, service, and accountability
• Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues
• Communicate professionally and empathetically to make it easy for members and employers to understand and access their Life, Disability and Essential Care and Recovery insurance
• Review and proficiently explain coverage provisions, claims statuses, and claims decisions
• Navigate multiple computer systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies
• Maintain well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary
• Manage all self-reporting related to productivity as required

Call Center Customer Service Professional

Systems Engineer

• Performs systems analysis, data analysis, and production support for company applications and administration systems
• May act as a liaison between internal business staff, IT technical teams and vendors to evaluate business needs
• Assists with the analysis of workable solutions to application, web, and systems problems
• Tracks support issues, performs root cause analysis, implements solutions, and supports group initiatives
• Facilitates training on new systems and/or process implementations
• Works with vendors to resolve issues and deliver system enhancements

Business Systems Analyst I or II

Architect

• Responsible for guiding the design, development, and implementation of enterprise applications, ensuring alignment with business goals, IT standards, and regulatory requirements
• Work to increase developer productivity through mentoring, creating guidelines and standards for development, and creating libraries that are reused throughout various applications
• Designs and oversees the architecture of enterprise applications, ensuring alignment with coding standards and architectural principles
• Actively contributes to development efforts and utilizes hands-on coding
• Mentors Developers and promotes best practices in software engineering, testing, and deployment
• Assists in the architecture, maintenance, and testing of software and tools
• Coordinates the evaluation of development languages, tools, and other software by determining their strategic applicability to systems and projects, and make recommendations
• Collaborates with cross-functional teams to define technical requirements and translate business needs into robust software solutions
• Provides timely feedback to management regarding issues, changes in business direction, and key decisions
• Performs code reviews to ensure adherence to standards, conventions, and consistency across applications
• Works with management to identify opportunities for improvement in both technology and business decision-making
• Engages with business stakeholders to understand their needs and evaluate how different solution options impact various departments within the business
• Communicates effectively with both business departments and IT staff
• Creates and maintains reusable libraries and frameworks to improve developer productivity and consistency
• Establishes and enforces development guidelines and architectural standards, ensuring alignment with enterprise IT strategy
• Provides technical leadership across multiple projects, helping teams resolve complex design and implementation challenges
• Evaluates emerging technologies and tools, assessing their strategic fit for the Company’s systems and recommends adoption where appropriate
• Collaborates with data architects and infrastructure teams to ensure seamless integration between integration points
• Ensures compliance with regulatory and security standards, including HIPAA, SOX, and internal audit requirements

Application Architect

Operations

• Fosters positive relationships with sales staff, enrollment staff and Partners by providing excellent operational and account management support
• Coordinates all sales operations duties, timeline of enrollments, communications, administration, reporting, system support and escalated issue resolution
• Provides support for sales activities and follows sales and enrollment process from start to finish while looking for opportunities to improve processes and provide better service to our customers

Customer Care Advisor I – HI Claims

Call Center Customer Service Professional

Business Systems Analyst I or II

Application Architect

Sales Operations Administrator I/II