Customer Care Professional I - Winona County, United States - illumifin

Description

Job Description

This position works with insurance companies, their applicants, claimants, agents, underwriters and claims departments in an effort to complete both telephonic and face-to-face assessments. The Customer Service Representative - Assessment Services role also works with the National Network of Nurses to coordinate the assignment, follow-up, and completion of face-to-face assessments. We are looking at a schedule of Mon, Tues, Thurs, Fri 9a-5:30p and Sat 8a-4p CST . RESPONSIBILITIES

Compassionately fields incoming calls from insurance company home office personnel, underwriters, agents, insurance policy applicants, claimants, and case managers to:
a. Provide telephonic and onsite interview status information
b. Schedule appointments for telephonic interviews
c. Collects and disseminates new or updated applicant or claimant information
d. Coordinates requests for reprints of telephonic and onsite interviews
e. Hot transfers applicants to complete telephonic interviews
2. Handles incoming calls from independent contracted nurses and agencies to assign, update status and collect missing information on underwriting and claims onsite assessments
3. Understands and works comfortably with all duties, processes and policies in the Engagement Services Call Center and Assessment Services departments
4. Demonstrates a high level of confidentiality and integrity when handling customer questions and personal information including, but not limited to:
a. Financial, personal, medical and/or health-history information
5. Utilizes multiple LTCG-specific database platforms to input, access and follow-up on customer information and activity
6. Provides ongoing, compassionate and proactive customer support to all Engagement Services customers
7. Mentors team members
8. Contributes to the achievement of team service and quality goals

Requirements

Minimum high school diploma or equivalent

Minimum 2 years of proactive experience serving the customer

Minimum 2 years of call center experience