Telephonic Intake Representative

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

The opportunity: With supportive guidance and supervision, the Telephonic Intake Representative assists employees, employers and leave management vendors by handling inbound calls and ensuring a smooth, accurate process for reporting a disability claim.

How you will contribute:

• Promptly takes inbound calls from employees, employers and Leave Management vendor including new claim Intake scripts reporting a disability and or absence claim in a professional manner, adhering to service standards
• Accurately identifies employee eligibility information, obtains required information and posts new claims in the administrative system
• Follows up with claimants, employers and physicians to obtain missing claim information
• Answers questions related to claim process/workflow, explains basic contractual questions and responds to various claim inquiries
• Works collaboratively with other staff members to facilitate the accurate posting of claims
• Develops and maintains online claim data, including letters
• Ensures complete and accurate claim file documentation
• Assists in maintaining business process documentation, as new procedures are developed and best practices are identified
• Assist with administrative requests
• Assist with department projects as needed

What you will bring with you:

• Ability to work with a diverse range of people
• Minimum 1 year work experience required, 1 year customer service experience preferred
• High school diploma or equivalent required
• Excellent communication skills, both written and verbal, with a pleasant and professional communication style
• Strong interpersonal skills and customer service focus
• Ability to initiate and prioritize regular work duties and small projects,
• Ability to multitask, be detail oriented, organized, and exercise good time management skills
• Must possess basic contract knowledge and have the ability to interpret and communicate various provisions
• Ability to work independently and as part of a team
• Good computer skills; proficient in PC environment, with basic skills in Excel, Word and email systems
• Ability to use office equipment including fax machine, photocopier, and printer
• Ability to work professionally and effectively with co-workers, clients, claimants and vendors
• Fluency in Spanish a plus

Minimum PC Speed Requirements

Download: 30 Mbps or higher

Upload: 15 Mbps or higher

Latency/Ping: The lower the better but at ideally below 50ms

Salary Range: $39,300-$53,100

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.comto request an accommodation.

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

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

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.