Care Advisor Specialist I

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Location: We support US flexible working arrangements in the contiguous 48 states.  

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

The Care Advisor I is responsible for providing high-touch expeditious service by managing all aspects of the customer interface experience. This includes collecting a thorough summary of their medical condition, outlining PinnacleCare’s health advisory services, matching them to physicians and facilitating appointments and remote second opinions, all while anticipating customer needs and exceeding expectations.

The Care Advisor I will work in collaboration with PinnacleCare’s Medical Directors, Research Team, a national team of Advisor colleagues and established contacts within top hospital systems. You will also be responsible for proactively identifying opportunities and completing referrals to other employee health benefits.   

How you will contribute: 

• Customer Relationship Management

  • Excellent customer service skills, to include strong phone presence and email communication, showcasing compassion, consideration and a clear understanding of customer expectations and needs

  • Point of contact for assigned customers, providing timely and proactive communication

  • Collect a thorough summary of the medical diagnosis/condition, objectives and appropriate forms

  • Excellent understanding of medical direction from Medical Director Team in order to accurately relay clinical decision-making steps

  • Effectively outline and communicate the available and appropriate PinnacleCare services

  • Keep customer updated throughout the entire process, and proactively manage customer expectations

  • Seamlessly manage several customer matters simultaneously in a timely manner; capability of managing active case load of 25+

  • Ensure positive feedback, superior survey scores, and best possible outcomes, including demonstration of timely and thorough follow-up, internally and externally, to ensure all needs are met

• Teamwork

  • Facilitate medical appointments, remote second opinions and referrals to appropriate employee health benefits through established contacts and networks

  • Work collaboratively with members of the Research Team to identify physician resources for the customer’s medical needs

  • Participation in departmental meetings as appropriate, to provide innovative ideas and individual perspective when necessary

  • Work closely with Team Lead to manage assigned case load, including problem solving difficult situations and providing creative solutions as needed

  • Collaborate with Associate Team to direct medical record collection

  • Utilize and work closely with the Medical Director Team to ensure appropriate clinical decision-making steps and determine appropriate services

  • Collaborate with Advisor colleagues as appropriate to secure local resources for the customer 

  • Work effectively with Team Lead to ensure the best experience and outcomes for the customer as well as to escalate customer dissatisfaction or service failures expeditiously  

  • We provide a personable culture for our member and client interactions, as well as internal for our hybrid team collaboration. Therefore, our staff practices a video presence on meetings utilizing Zoom, Microsoft Teams, etc. as the setting and leadership requires

• Utilization

  • Ability to capture accurate work hours in CRM on a daily basis, in real time

  • Utilizes organizational tools (Outlook calendar, CRM etc.) to manage all customer needs in a timely manner and to successfully manage multiple customer matters simultaneously

• Quality and Data Management

  • Utilizes database tools and resources to successfully manage customer needs

  • Review and track collected clinical data and outcomes appropriately, accurately, and in a timely manner

  • Robust and fully reflective notetaking in CRM

  • Accurately manages data tracking responsibilities in real-time with limited oversight

What you will bring with you: 

• A bachelor’s degree or equivalent experience

• Customer service experience with strong phone and video presence

• Excellent verbal, written and interpersonal communication skills

• Computer proficiency in MS Office

• Experience with a CRM a plus

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! 

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical, and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 

• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account  

• A flexible work environment with a friendly, caring, collaborative and inclusive culture  

• Great Place to Work® Certified in Canada and the U.S.  

• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

If you are a California resident, the salary range for this position is:  

• Southern California region: $55,100 – 74,400 annually 

• Northern California region: $59,000 – 79,700 annually 

If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is $50,000 – 67,500 annually 

If you are an Illinois, Connecticut or Maryland resident, the salary range for this position is $52,300 – 70,600 annually 

If you are Washington, Washington D.C., and Rhode Island resident, the salary range for this position is $55,100 – 74,400 annually 

If you are a New York resident within the NYC Metro Area, the salary range for this position is $59,000 – 79,700 annually 

If you are a New York resident outside the NYC Metro Area, the salary range for this position is $55,100 – 74,400 annually 

• The full range minimum and maximum listed in the job posting is tied to the GCF level and job family.

We consider various factors in determining actual pay including your skills, qualifications, and experience.  In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.  

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.