Partner Services Operations Specialist
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Job Description
Partner Services Operations Specialist supporting ancillary insurance operations at USAble Life. Researching service issues, maintaining benefit data, and coordinating cross-functional resolutions remotely.
Responsibilities:
- Evaluate and coordinate resolution of Partner service inquiries received through Salesforce, shared support mailboxes, and other service channels
- Analyze, research, and coordinate resolution of benefit, eligibility, enrollment, reinstatement, retroactive cancellation, service access, subrogation, subpoena, benefit summary, and other ancillary product-related inquiries
- Support new groups, benefit changes, plan updates, coverage code changes, transmittal processing, benefit grid maintenance, and validation of benefit information
- Analyze, validate, coordinate, and monitor operational reports, tracking files, mapping documents, rollover items, delinquency or coverage-related follow-ups, invoice support items, and other reporting activities
- Identify recurring service issues, operational trends, documentation gaps, and process concerns; present findings and recommend corrective actions and process improvements
- Represent assigned workstreams in partner and internal meetings and coordinate next steps with internal departments, business partners, vendors, and legal resources
- Maintain complete, accurate, and audit-ready documentation in Salesforce, reports, tracking tools, and departmental resources
- Contribute to standard operating procedures, training materials, implementation guidance, cross-training tools, and reference materials
- Facilitate knowledge sharing and coordinated coverage for assigned workflows
- Perform other related duties and responsibilities as assigned
Requirements:
- 1+ year of experience in insurance, benefits administration, customer service, operations, or partner support
- Experience researching and resolving operational or service-related inquiries
- Ability to interpret benefit, eligibility, enrollment, billing, or claims information
- Proficiency with Microsoft Office 365, including Excel, Word, Outlook, and PowerPoint
- Working knowledge of ancillary insurance operations, including benefit administration, claims, enrollment, billing, partner support, and service issue handling
- Ability to research complex operational questions and determine appropriate resolution steps
- Ability to document case activity, research findings, decisions, and follow-up actions clearly and completely
- Ability to identify recurring trends, service issues, documentation gaps, and process concerns
- Ability to coordinate issue resolution across internal departments, business partners, vendors, and external contacts
- Strong written and verbal communication skills
- Strong attention to detail, organization, follow-through, and ability to manage multiple priorities
- Customer service mindset supporting partners, members, providers, vendors, and internal stakeholders
- Bachelor's Degree or equivalent related experience
- Salesforce, Bastion, reporting tools, and/or related insurance operational systems preferred
- Experience with Salesforce case management, operational reporting, and shared tracking tools preferred
Benefits:
- Outstanding and affordable benefits package
- 3.5 weeks of PTO
- 11 paid holidays
- 401(k) with up to 6% match; fully vested from day 1
- Remote opportunities with company-provided equipment
- Team-oriented, collaborative group of peers
- Career advancement opportunities
- Tuition Reimbursement
- Employee Assistance Program
- Inclusion Council and Employee Resource Groups
- Recharge Days
- Volunteer Time Off
- Annual incentive plan based on company performance and individual performance
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