Customer Support Analyst

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Connect customers with providers and wellness partners who offer care and additional services.

• Act as a primary support resource for provider partners, insured individuals, and internal stakeholders.

• Manage incoming calls for approximately 70% of the time.

• Assess customers’ Long-Term Care requirements and guide them to the most suitable partners and resources.

• Assist the Provider Network and Health & Prevention initiatives through high-quality provider and Care Concierge connections.

• Deliver comprehensive claim support to insured individuals utilizing preferred providers.

• Facilitate provider network utilization and assist with claims.

• Support provider partners during network onboarding and the ongoing use of provider support tools and portal.

• Make outbound calls to tackle missed opportunities, follow up on leads, and promote lead generation.

• Engage in back-office tasks for around 30% of the time, including reporting, re-indexing, claim-accuracy support, discounted-rate validation, and conversion assistance.

• Serve as a subject-matter expert for contact center and operations team members regarding Health & Prevention and Provider Network initiatives.

⛳️ Requirements

• A minimum of 2 years of experience as a Long-Term Care (LTC) claims professional.

• Strong comprehension of LTC claims processes and customer support best practices.

• Experience handling a high volume of inbound calls in a service-oriented setting.

• Exceptional verbal and written communication abilities.

• Strong skills in relationship management.

• Capability to collaborate effectively across various functions and with multiple partners.

• A customer-first mindset with a professional and empathetic demeanor.

• Flexibility and adaptability within an evolving program environment.

• Effective problem-solving and critical-thinking capabilities.

• High attention to detail and robust organizational skills.

• Proactive and self-driven, with the ability to identify and implement appropriate next steps.

• Ability to work independently in a remote, home-based setting.

🏝️ Benefits

• Incentive programs and compensation linked to both business and individual performance.

• Health insurance coverage.

• Dental insurance coverage.

• Mental health support.

• Vision insurance coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Benefits for adoption and surrogacy.

• Wellness programs.

• Employee and family assistance plans.

• Retirement savings options, including pension and 401(k) plans.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling services.

• Up to 11 paid holidays.

• 3 personal days.

• 150 hours of vacation time.

• 40 hours of sick leave (or more as required by law).

• Statutory leaves of absence.

• Flexible working environment.

• Remote, home-based work arrangement.

• Support for learning and career advancement.

• Well-being and inclusion initiatives.