[Hiring] Customer Experience Advocate @Crawford & Company

Role Description

Join us as a Customer Experience Advocate and be the voice of support for clients and their employees. You’ll handle calls and emails with professionalism, resolve issues in one contact, and ensure every interaction leaves a positive impression. If you love helping people and thrive in a fast-paced environment, this role is for you!

• Responsible for pilot line calls and email communications resulting in reactionary responses within the claim.
• Manages and authorizes payment on claims while meeting all service, timeframe, and production standards.
• Communicates with claimants, employers, and medical professionals to gather information regarding eligibility, benefit authorization, and ongoing management of benefits.
• Applies the appropriate contractual provisions, case management resources, and claim processes to ensure eligibility requirements and liability decisions are accurate.
• Responsible for de-escalating calls submitted by Absence Specialists.
• Responsible for providing excellent customer service and industry knowledge to inquiries.
• Assists in the training of new employees as needed.
• Performs other duties as assigned.
• Upholds the Crawford Code of Conduct.

Qualifications

• High School diploma.
• Two years of STD/LTD claims adjudication experience.
• Experienced in the TPA or self-administration services preferred.
• Experience with FMLA/State leave claims preferred.
• Ability to learn medical terminology and conditions.
• Ability to interpret procedures and regulations.
• Knowledgeable in Excel, Word, and web-based systems.
• Excellent verbal and written communication skills.
• Knowledge of ERISA regulations, required offsets and deductions, disability duration and Social Security procedures.
• Demonstrated ability to gather and analyze information, determine a course of action and implement the selected course of action.
• Strong ability to identify, analyze and solve problems.
• Effective interpersonal skills capable of dealing with external sources and all levels of employees.

Benefits

• Work from your favorite spot.
• Be the problem-solving champion everyone admires.
• Join a team that’s passionate, supportive, and fun.

Company Description