Policy Administration Representative

This is a fully remote position, open to applicants in Alabama, +15 more states.

📋 Description

• Oversee customer cases and insurance applications from initial submission to final resolution, which may include Approved, Cancelled, or Declined statuses.

• Assess applications and case details for completeness, accuracy, and adherence to compliance standards.

• Detect, investigate, and address discrepancies, missing information, outstanding requirements, and other barriers to application processing.

• Track assigned cases and carry out follow-up tasks to ensure timely advancement.

• Refer complex issues to appropriate parties as necessary.

• Liaise with agents, internal teams, medical providers, carriers, and other stakeholders to gather documentation, information, or clarification.

• Utilize internal systems, carrier portals, web resources, and various tools to research cases, gather information, document activities, and uphold policy status.

• Keep precise records of case activities, actions taken, requirements, communications, and outcomes.

• Process applications in accordance with company policies, carrier guidelines, regulatory standards, and established procedures.

• Offer status updates, guidance, and clarification to internal partners and agents.

• Stay informed about company processes, carrier requirements, products, systems, and procedures.

• Engage in mandatory training, process updates, and ongoing learning opportunities.

⛳️ Requirements

• Exceptional verbal and written communication skills.

• Strong analytical and problem-solving abilities.

• Empathetic and patient demeanor; capable of managing challenging situations.

• Customer-centric approach and commitment to delivering outstanding service.

• Ability to juggle multiple tasks in a dynamic, fast-paced environment.

• Experience with Medicare, health insurance, or comparable products is advantageous.

• High School Diploma or equivalent qualification.

• Proficient in utilizing computer systems and software.

• Previous call center experience is preferred.

• Prior experience in insurance operations, policy administration, or application processing is preferred.

• Capability to grasp and comprehend complex concepts, practices, and procedures in the insurance industry.

• High level of accuracy and meticulous attention to detail.

• Excellent time management skills and strong verbal communication abilities.

• Capacity to collaborate with individuals across various organizational levels.

• Proficient in managing multiple projects simultaneously with minimal supervision.

• Reliable, with a consistent attendance record and adherence to schedules.

• Ability to foster good working relationships and collaborate effectively with others.

• Skillful in de-escalating situations with irate callers and resolving difficult calls.

• Stable, reliable, high-speed internet connection.

• Capability to securely access company systems while adhering to information security, privacy, and data protection protocols.

• Confidential, quiet, secure workspace that is free from distractions.

• Professional workstation equipped with suitable seating, desk space, lighting, and setup.

• Successful completion of a mandatory background check.

🏝️ Benefits

• Paid Time Off (PTO).

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Retirement savings plan.

• Disability insurance.

• Life insurance coverage.

• Company-provided computer, headset, necessary software, and systems.

• Option for remote work arrangement.