Care Advisor Specialist I

About the position

The Care Advisor I at Sun Life is responsible for delivering high-touch customer service by managing the customer interface experience. This role involves collecting detailed medical information, outlining health advisory services, matching clients with physicians, and facilitating appointments. The Care Advisor I collaborates with various teams to ensure customer needs are met and expectations are exceeded, all while working in a flexible and supportive environment.

Responsibilities
• Provide excellent customer service with a strong phone and email presence.
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• Act as the point of contact for assigned customers, ensuring timely and proactive communication.
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• Collect thorough summaries of medical diagnoses and objectives.
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• Communicate effectively the available PinnacleCare services to customers.
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• Keep customers updated throughout the process and manage their expectations proactively.
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• Manage multiple customer matters simultaneously, maintaining an active case load of 25+.
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• Facilitate medical appointments and remote second opinions through established networks.
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• Collaborate with the Research Team to identify physician resources for customer needs.
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• Participate in departmental meetings to provide innovative ideas and perspectives.
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• Work closely with Team Lead to manage case load and solve difficult situations.
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• Utilize organizational tools to manage customer needs effectively and in a timely manner.
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• Review and track clinical data and outcomes accurately and in a timely manner.

Requirements
• A bachelor's degree or equivalent experience.
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• Customer service experience with strong phone and video presence.
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• Excellent verbal, written, and interpersonal communication skills.
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• Computer proficiency in MS Office.
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• Experience with a CRM is a plus.

Nice-to-haves

Benefits
• Generous vacation and sick time.
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• Market-leading paid family, parental, and adoption leave.
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• Partially-paid sabbatical program.
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• Medical plans and company-paid life and AD&D insurance.
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• Disability programs.
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• 401(k) plan with employer-paid match.
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• Employer-funded retirement account.
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• Flexible work environment with a collaborative culture.

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