Customer Care Representative Sr. - Claims

Accountabilities: Provide claimants with detailed information about short-term disability, insured and self-insured claims, statutory claims, and concurrent leave claims. Handle inbound calls from clients and claimants, responding to questions and resolving routine issues related to claims and leave processes. Complete outbound calls and follow-up activities to support timely communication with clients and claimants. Accurately enter, file, and maintain claimant and client information in the appropriate systems, ensuring claims examiners have reliable and current documentation. Answer routine questions about claims, intake procedures, and reporting timelines to help streamline claim management. Resolve routine administrative and technical issues within applicable systems. Support integrated claims activities by assisting claimants with their needs and helping achieve first-call resolution. Protect sensitive information by following HIPAA requirements and maintaining strict confidentiality. Maintain professional, compassionate communication when handling stressful or sensitive situations. Requirements: High school diploma or GED. 2–3 years of call center or equivalent customer service experience. Strong verbal and written communication skills, with the ability to work effectively with a diverse workforce. Experience using web-based applications and programs. Reliable high-speed home internet suitable for remote work. Proficiency with basic computer functions and Microsoft Office applications, including Word, Excel, and Outlook. Excellent customer service skills, including a polite, friendly, helpful, and professional approach. Empathy, patience, active listening, and the ability to support claimants experiencing difficult circumstances. Strong attention to detail and the ability to accurately document information while speaking with callers. Effective multitasking, organization, time management, problem-solving, and decision-making skills. Sound judgment and discretion when handling confidential information, with the ability to follow HIPAA requirements. Self-motivation and the discipline to work independently in a remote environment while collaborating with a team. Flexibility to work assigned shifts between Monday and Friday, 4:00 a.m. and 8:00 p.m. Arizona time, and occasional holidays. Ability to remain seated and handle calls throughout scheduled shifts, excluding designated breaks and meal periods. Predictable attendance and consistent adherence to assigned schedules. No travel required. Benefits: Expected hourly base pay of $19.25–$24.05, with starting compensation determined by location, relevant skills, experience, qualifications, and market conditions. Annual performance bonus for all team members. 401(k) plan with a generous company match that is immediately vested. Choice of three medical plans, including prescription drug coverage. Company contributions to Health Savings Accounts for eligible employees enrolled in a High Deductible Health Plan. Multiple dental and vision coverage options. Company-provided life and disability insurance. Paid parental leave and adoption assistance. Hybrid work arrangements for eligible roles. Tuition reimbursement and continuing professional education support. At least 20 days of paid time off annually for new hires, plus nine company-paid holidays; PTO may increase with role level and length of service. Volunteer days, community partnerships, and an Employee Assistance Program. Opportunities to connect with colleagues nationwide through Employee Resource Groups.