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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