Customer Support Analyst

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

📋 Description

• Link customers with providers and wellness partners that offer care and supplemental services such as meals, transportation, and pest control.

• Aid customers and providers with onboarding, activation, usage, and continuous support.

• Act as the main contact for provider partners and insured individuals through both inbound and outbound communications.

• Maintain expertise in Health & Prevention and Provider Network initiatives.

• Manage incoming calls around 70% of the time from provider partners, insured individuals, and internal stakeholders.

• Comprehend customers' Long-Term Care needs and guide them to suitable partners and resources.

• Ensure quality connections between the Provider Network and Care Concierge in accordance with established standards.

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

• Assist in provider network usage and claim support.

• Help provider partners with network onboarding and support tools, including the provider portal.

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

• Conduct back-office tasks approximately 30% of the time, which include reporting, re-indexing, claim accuracy support, discounted-rate validation, and ensuring smooth conversions.

⛳️ Requirements

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

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

• Experience managing high volumes of inbound calls in a service-oriented setting.

• Exceptional verbal and written communication skills.

• Strong relationship management capabilities.

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

• Strong customer-first mentality with a professional and empathetic demeanor.

• Flexibility and adaptability in a developing program environment.

• Effective problem-solving and critical-thinking abilities.

• High attention to detail and robust organizational skills.

• Proactive and self-motivated, capable of identifying and executing suitable next steps.

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

🏝️ Benefits

• Incentive compensation linked to business and individual performance.

• Health insurance.

• Dental insurance.

• Mental health benefits.

• Vision insurance.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance plans.

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

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Up to 11 paid holidays each year.

• 3 personal days each year.

• 150 hours of vacation each year.

• 40 hours of sick leave each year, or more if required by law.

• Statutory leaves of absence.

• Remote, home-based work arrangement.

• Flexible environment that promotes well-being and inclusion.

• Support for learning and career growth.