Job Description
Description:
Hybrid (During training must be in office 5 days a week, after training 3 days a week) – Batesville Office.
Schedule is Monday through Friday 8am to 5pm.
JOB SUMMARY:
This position is responsible for completing by telephone, a medical assessment with potential new clients interested in purchasing, our fixed annuity with a long-term care rider distributed through our partner banks and marketing organizations. This position is also responsible for assisting clients who seek to begin using their long-term care benefits after purchasing. Knowledgeable in medical terminology and the ability to speak clearly and record accurate information is required.
Responsibilities:
• Conduct phone interviews, provide excellent customer service by telephone
• Understand annuity and insurance products, procedures and system capabilities
• Verify personal information
• Administer telephonic cognitive screening tests
• Complete initial inquiry phone call for long-term care benefits
• Respond to questions regarding long-term care claims benefits
• Accurate data entry and record keeping
• Question clients regarding medication usage and record responses
• Determine when cases need to be referred to underwriting
• Communicate underwriting decisions to the field
• Ensure compliance with Federal and State regulations, company guidelines and practices regarding personally identifiable information and personal health information
• Other duties as assigned by management
• Understand annuity and insurance products, procedures and system capabilities
• Verify personal information
• Administer telephonic cognitive screening tests
• Complete initial inquiry phone call for long-term care benefits
• Respond to questions regarding long-term care claims benefits
• Accurate data entry and record keeping
• Question clients regarding medication usage and record responses
• Determine when cases need to be referred to underwriting
• Communicate underwriting decisions to the field
• Ensure compliance with Federal and State regulations, company guidelines and practices regarding personally identifiable information and personal health information
• Other duties as assigned by management
Requirements and Competencies
• Associates degree or equivalent experience
• 1-3 years experience within the health care industry (medical office, pharmacy or similar)
• Customer service / call center experience preferred
• Knowledgeable in medical terminology, especially prescription drugs
• Understanding of medication usage is helpful
• Excellent communication skills, including ability to tailor tone, cadence and inflection to client needs
• Ability to speak clearly, annunciate properly and accurately
• Ability to type and talk simultaneously and professionally fill dead space when waiting for information
• Previous experience with geriatric patients
• Basic computer navigation
• Excellent data entry skills with attention to detail and accuracy on a daily basis
• Demonstrate strong attention to detail with excellent organizational skills
• Strong interpersonal and team skills required
• Participates as a fully functional team member by learning and performing all team processes
• Support operational measures and assist in meeting established service standards
• Strong written and oral communication skills
• Ability to maintain positive attitude and composure in dealing with difficult situations
• Ability to be flexible and prioritize activities
• Flexibility with scheduling to cover shifts Monday – Friday 8:30am-6pm
• Spanish preferred
• 1-3 years experience within the health care industry (medical office, pharmacy or similar)
• Customer service / call center experience preferred
• Knowledgeable in medical terminology, especially prescription drugs
• Understanding of medication usage is helpful
• Excellent communication skills, including ability to tailor tone, cadence and inflection to client needs
• Ability to speak clearly, annunciate properly and accurately
• Ability to type and talk simultaneously and professionally fill dead space when waiting for information
• Previous experience with geriatric patients
• Basic computer navigation
• Excellent data entry skills with attention to detail and accuracy on a daily basis
• Demonstrate strong attention to detail with excellent organizational skills
• Strong interpersonal and team skills required
• Participates as a fully functional team member by learning and performing all team processes
• Support operational measures and assist in meeting established service standards
• Strong written and oral communication skills
• Ability to maintain positive attitude and composure in dealing with difficult situations
• Ability to be flexible and prioritize activities
• Flexibility with scheduling to cover shifts Monday – Friday 8:30am-6pm
• Spanish preferred
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