L&H- Phase 3

Department:

Location:

Description

Key Responsibilities

Inbound Document Indexing & Verification

• Accurately and efficiently index inbound documents into document retention system
• Use data entry to process information from documents to ensure accuracy
• Classify, and index documents to correlating policyholder policies/claims
• Understand and recognize relevant identifiers such as policy number, claim number, etc. to accurately and efficiently support all operational departments with incoming documents
• Review and understand different document types, which included various legal documents
• Respond promptly to internal and external customer needs and request for service assistance
• Meet established productivity and quality goals
  

Document and Phone Quality Audit:

• Perform quality audits efficiently and effectively
• Review calls to verify correct information was provided and call was properly documented.
• Reviewed completed inquiries to verify correct action was taken included follow up completed as necessary.
• Draft feedback in a coaching and positive manner
• Meet established productivity and quality goals
  

Policy Document Processing

• Process policy documents with accuracy and clarity
• Perform data entry of various types of documents
• Meet established productivity and quality goals
• Identify and escalate issues in a timely manner
  

Claims Management and Claims Payment

• Proof of Loss Document Evaluation and set-up for identified recertifications
• Correct/Update provider information
• Handle Failed Faxes
• Process Payments
• Quarterly and Year end evaluation of 1099s
  

Workflow Management

• Manage requests and ensure they are processed efficiently throughout the working day.
  

Skills, Knowledge & Expertise

• Collaboration
• Decision Making Skills
• Initiative
• Oral Communication
• Planning/Organizing
• Quality
• Written Communication
• Knowledge of insurance and the insurance market.
• Excellent computer literacy with fast and accurate keyboard skills
• Data inputting experience and good data integrity
• The ability to work as part of a team
• To take responsibility for your workload
• Must be able to demonstrate adaptability and flexibility
• Good planning and organisational skills
• Previous experience working in an administration role is preferable but not essential
• Is proactive and resilient, seeking to get things done and, at the same time, deal with a variety of tasks
• Work to deadlines to achieve client service level agreements in a changing and demanding environment
• Able to demonstrate effective management of time and resources
• Can demonstrate evidence of being an effective team member, interacting positively with colleagues, and communicating effectively with diverse people
• Actively seeking and responding to feedback
• Ability to read and interpret correspondence with a solid attention to detail
• Ability to use a keyboard and 10-key, typing a ten-key speed of 8,000 keystrokes per hour