Absence Implementation Consultant

The Absence Implementation Consultant will manage the implementation process for policyholders, beginning with receipt of notification of sale and ending with the delivery of accurate customer outputs (communications, reporting, leave administration, system coding and integration, eligibility file uploads, etc). It includes data gathering, benefit verification and negotiation, system edits, customization, risk assessment and approval.

This role will have extensive interaction with external customers (carrier partners, policyholders (customers), prospective policyholders, brokers, vendors, and benefit administrators) on a daily basis. During these interactions, the Absence Implementation Consultant will handle sensitive customer conversations which require strong communication and negotiation skills and absence management and STD best practice knowledge.

The essential functions and responsibilities of this job position include, but are not limited to the following:

• Manage and own the entire integrated absence implementation process; provide an exceptional customer service experience during this process
• Provide absence and STD best practice guidance
• Maintain a thorough understanding of claims processes
• Be the customer's primary contact throughout the implementation to ensure their expectations are met during the onboarding to FullscopeRMS
• Collect, document, and share plan, process, customization needs, and product information regularly and clearly throughout the implementation.
• Proactively identify service and technology requirements unique to the individual customer
• Facilitate discussions with appropriate subject matter experts as needed
• Deliver and collect sold case and enrollment materials
• Code accounts and employer preferences and update internal systems
• Assist with customization of communications and reporting
• Gather case characteristics not identified in the sales process, consult with underwriting and other related departments (legal/compliance/claims, etc) to coordinate final approval
• Track and maintain client specific data throughout the implementation process
• Assist Account Managers with ongoing account management and amendments
• Act as liaison between carrier partner, customer, claims, implementation, EDI, UW, etc
• Perform additional duties as assigned

Position Requirements and Qualifications:

• College degree preferred, and 5-7 years of experience in the insurance/customer service industry
• Prior experience in an absence management role strongly preferred
• Prior experience in an implementation or project manager role is strongly preferred
• Prior experience in a short term disability role preferred
• Solid decision making and problem solving skills
• Ability to develop and maintain effective, professional business relationships with internal and external customers
• Strong presentation skills
• Ability to learn and manage system coding and customization
• Demonstrated ability to work independently
• Communication/negotiation skills and influencing the customer are critical competencies
• Ability to manage multiple and competing priorities
• Up to 30% travel required

If you are a California resident, the salary range for this position is:

Southern region: $84,200-126,300 annually.

Central region: $79,900-$119,900 annually.

Northern region: $90,100-135,200 annually.

If you are a Colorado resident, the salary range for this position is $76,200-114,300 annually.

If you are a New York resident, the salary range for this position is $90,100-135,200 annually.

If you are Washington resident, the salary range for this position is $84,200-126,300 annually.

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at to learn more.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs