Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Trupanion's Claims Liaison department plays a vital role in our policyholder (or member's) experience by bridging the communication between our Member Experience and Claims departments. We are looking for high-energy, self-motivated individuals interested in using their skills to support the Member Experience team as claims specialists during our member's during their claims journey. If you enjoy working in a cohesive team environment and have a passion for helping members and helping others succeed, then this may be the position for you!

We are looking for team members committed to working closely with our Member Experience department to deliver high-caliber customer service throughout their claims experience by providing support to our Member Experience teams as well as working directly with our members. Claims Liaisons explain medical conditions, claim and appeals outcomes, and the claims process both to internal partners and directly to our members. They take the initiative to do the right thing for the member, including expediting a claim or collaborating with other departments to find a solution. Claims Liaisons will be the link between our Member Experience and Claims teams, creating meaningful relationships through a greater understanding of internal processes.

The ideal candidate will be a self-motivated, high-energy, customer service-focused professional who is adaptable and able to handle multiple job responsibilities with ease. This role requires understanding veterinary medical terminology and medical conditions, and fluency in the Trupanion policy and claims processing guidelines is a plus.

Candidates for this position have the option to work in our Seattle office or work remotely from their home office anywhere in the United States.

Key Responsibilities Include:

• Providing highly individualized explanations regarding the eligibility of specific conditions (Coverage Summaries) to members
• Explaining claim and appeal outcomes (including pre-approvals), deductible application, and appeal process with both member-facing Trupanion teams and our members directly
• Assigning claims for escalated members from the outstanding claims queue
• Directing Member Experience personnel to the correct department and/or process
• Identify training opportunities and gaps in communication and/or process improvement between the Contact Center and Claims departments
• Providing feedback and training opportunities to the appropriate Leadership team
• Reviewing Claims related applications to determine what may be needed to complete a particular claim to facilitate a quick resolution

Please include a cover letter describing your interest and experience as related to this position, and how your values align with Trupanion’s. Applications submitted without a cover letter will not be considered.

Education, Registration & Certification:

• A High School Diploma or equivalent is required
• Licensed technician credentials preferred but not required

Experience:

• 3 years as a veterinary assistant/technician required
• 1 year of experience providing customer support/service over the phone preferred
• Preference for internal candidates with experience in the following positions: Claims Adjudication Specialists, Fast Track Claims Specialists, Vet Resolution Specialist, Senior Customer Support Specialist, Partner Support Coordinator, Research & Resolution Specialist or similar roles

Skills, Knowledge & Abilities:

• Patient, confident and approachable demeanor
• Clear, friendly, and positive phone etiquette
• Effective communication and listening skills
• Ability to multitask and think on your feet
• Strong problem-solving skills and an interest in finding creative solutions.
• Ability to filter sensitive internal information to provide a better member experience
• Coach and guide individuals as needed
• Strong focus on providing a top-notch member experience
• This role will need to work a set schedule that meets the needs of the team (including regular weekends and occasional holidays)
• High-level knowledge of the Trupanion appeals process is a plus

Benefits and Perks:

• Bonus opportunities
• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

• Caring: We are kind to each other and assume positive intent.
• Collaborative: We work together to achieve company goals (we not me).
• Courageous: We are determined, take risks, and make bold moves.
• Curious: We seek new information to continually better ourselves and our work.
• Honest: We believe candid communication leads to successful teamwork.
• Inclusive: We welcome and value all people and perspectives.
• Nimble: We readily adapt and evolve in pursuit of progress and innovation.

For more information about Trupanion, visit http://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.