Appeals Benefit Center Assistant
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
This position is the second level of a two level career path. It is responsible for the collection of data needed to adjudicate claims as well as provide other levels of support services to the Disability Benefit Specialist, Appeal Specialists, Complaint Specialists and Dispute Resolution Consultants. The incumbent is required to provide strong customer service to both internal and external customers.
Principal Duties and Responsibilities
Handle check inquiries
Process medical records requests and fees associated with such requests
Photocopy/Print in support of Claims Team
Order Closed Files, policies and contracts
Make outbound telephone calls to follow-up on missing information or new requests and receive incoming calls from claimants
Complete letters, e-mails and faxes requested by DBS, AC, CS and DRU Consultants
General office duties including but not limited to: photocopying, data entry, faxing, filing, distribution of incoming and outgoing mail.
Adhere to policyholder requirements per Special Handling
Input data into databases/NaviLink for reporting purposes with a high level of accuracy
Modify documents within NaviLink.
Identify trends in metrics, processes, etc. and make suggestions for improvement
Support various project work as needed, while maintaining workload
Support a positive team environment
Promote positive customer service through prompt, accurate and courteous responses to customer needs.
Develop and maintain partnerships and open communications with peers and managers
Order Duplicate/True and Exacts
Process CAPS waivers
Proficient in multiple products: STD, LTD, IDI, etc.
May perform other duties as assigned.
High school education or equivalent
6 months experience in Benefits Center Assistant I job and/or extensive customer service and product experience
Ability to organize and prioritize a high volume of daily work
Knowledge of Unum products, processes and workflow
Ability to work individually while working towards a team goal
Strong commitment to goals and is results oriented
Ability to multi-task, with demonstrated ability to work in a fast paced environment handling a large volume of work with a high degree of accuracy
Demonstrates initiative and is proactive
Strong written and verbal communication
Demonstrate flexibility in adjusting work schedule to meet business needs
Demonstrated technical knowledge.
Experience with coding and working capability of systems, including but not limited to: Navilink, BAS, PACE, CME, Agreement, Magic, Polaris, CAPS, Customax, Pallm, BEST, IRIMS
Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
Greater Portland/Casco Bay
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