Claim Coordinator, Long Term Care

Thrivent•Minneapolis, MN

About The Position

The purpose of the Claim Coordinator is to provide education, consultation and guidance to Claimants, Family Members, Third Party Authorized Individuals, Beneficiaries and Financial Advisors on new claims. As the primary point of contact and relationship manager for the claim, the Claim Coordinator acts as the expert liaison between the Organization, Claimants, Beneficiaries, and other key partners utilizing various communication channels, which may include phone, physical mail and/or other electronic communication methods. The Claim Coordinator will serve as a guide to navigate the complexity of the claims process and manages the life cycle of the claim from initial claim submission to claim decision communication. The Claim Coordinator works on behalf of the Claimant, Family Members and Beneficiaries to provide outreach to care providers and other parties to obtain any documentation necessary to support the claim.

Requirements

High school diploma required.
Minimum of 2 years’ experience in the insurance or financial services industry.
Excellent verbal and written communication skills, with a high level of professionalism.
Excellent interpersonal, customer service, analytical and negotiation skills.
Ability to maintain a professional demeanor when handling sensitive issues and functions well when faced with stressful situations; demonstrates patience and empathy working with a wide variety of internal and external parties.
Proficient with Microsoft Office Suite including Word, Outlook and Excel.
Ability to create and maintain strong and effective business relationships.
Strong organization and prioritization skills with an attention to detail.
Ability to quickly adapt to a changing and dynamic environment.

Nice To Haves

Post-Secondary education or college degree.
Prior experience working with client’s families through challenges or difficult situations.

Responsibilities

Consistently delivers exceptional customer service experience by acting as a reliable guide and demonstrating proficiency of the claims process for Claimants, Beneficiaries, the Field and interested Third Parties supporting all product lines.
Handles difficult callers with ease; remains calm and uses appropriate de-escalation techniques as necessary.
Adept at navigating through ambiguity with internal and external customers and, can prevent oneself from locking into one way of thinking.
Demonstrates flexibility and the ability to adapt quickly
Uses critical thinking to identify and solve problems, leveraging their skills and resources to address challenges in a flexible environment.
Capable of working with minimal supervision and is proficient in exercising independent judgement and using acquired knowledge to effectively solve problems.
Manage the life cycle of each claim to service standards, working closely with Claimants, Family Members, Third Party Authorized Individuals, Beneficiaries, Providers, Financial Advisors, and Examiners by demonstrating an ownership mentality and a sense of urgency to ensure timely claim processing.
Simultaneously manage communications with Financial Advisors, Care Providers, Beneficiaries, Third Party Authorized Individuals, Claims Examiners, and the Claimant themselves to ensure an efficient, positive, well-coordinated claims experience.
Identifies inconsistencies and/or potential barriers within processes and procedures, and partners with team members, business partners and/or claims management on improving the claims experience.
Remains current on processes and procedures, immediately incorporating changes within customer interactions.
Other duties as assigned by management from time to time.