Assoc Claim Coordinator, Long Term Care

About the role

The Claim Coordinator provides 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, the Claim Coordinator acts as the expert liaison between the Organization, Claimants, Beneficiaries, and other key partners using phone, physical mail, and electronic communication. The role guides individuals through the complexity of the claims process and manages the life cycle of the claim from initial submission to decision communication. The Claim Coordinator works on behalf of Claimants, Family Members, and Beneficiaries to obtain necessary documentation from care providers and other parties to support the claim.

Responsibilities

• Deliver exceptional customer service by acting as a reliable guide and demonstrating proficiency in the claims process for Claimants, Beneficiaries, the Field, and interested Third Parties across all product lines.
• Handle difficult callers with ease, using appropriate de-escalation techniques while remaining calm and adaptable.
• Navigate ambiguity with internal and external customers, demonstrating flexibility and critical thinking to identify and solve problems.
• Work with minimal supervision, exercising independent judgment and leveraging acquired knowledge to solve problems effectively.
• Manage the life cycle of each claim to service standards, collaborating closely with Claimants, Family Members, Third Party Authorized Individuals, Beneficiaries, Providers, Financial Advisors, and Examiners to ensure timely claim processing.
• Simultaneously manage communications with Financial Advisors, Care Providers, Beneficiaries, Third Party Authorized Individuals, Claims Examiners, and Claimants to ensure an efficient, positive, and well-coordinated claims experience.
• Identify inconsistencies or potential barriers in processes and procedures, partnering with team members, business partners, and claims management to improve the claims experience.
• Stay current on processes and procedures, incorporating changes immediately into customer interactions.
• Actively support Financial Advisors, Thrivent Clients, and Beneficiaries by keeping them informed and seeking opportunities to partner and serve.
• Maintain regular and consistent communication with Claims peers, the larger Claims organization, Contact Center, Thrivent Advisors, Mutual Funds, Brokerage, New Business, Funeral homes, Churches/Charities, Care Providers, and outside vendors.
• Provide input to peers, business partners, and claims management to improve inefficiencies in processes and procedures.
• Perform other duties as assigned by management.

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.
• Strong interpersonal, customer service, analytical, and negotiation skills.
• Ability to maintain a professional demeanor when handling sensitive issues and function well under stress; demonstrates patience and empathy working with diverse internal and external parties.
• Proficient with Microsoft Office Suite, including Word, Outlook, and Excel.
• Ability to create and maintain strong, effective business relationships.
• Strong organization and prioritization skills with attention to detail.
• Ability to adapt quickly to a changing and dynamic environment.

Preferred Qualifications

• Post-secondary education or college degree.
• Prior experience working with clients’ families through challenges or difficult situations.

Pay

The applicable salary or hourly wage range for this full-time role is $21.83 - $29.53 per hour, determined by factors including location, relevant experience, skills, knowledge, business needs, and market demand.

Benefits

• Various bonuses (e.g., annual or long-term incentives).
• Medical, dental, and vision insurance.
• Health savings account and flexible spending account.
• 401(k) and pension plans.
• Life and accidental death and dismemberment insurance.
• Disability insurance and supplemental protection insurance.
• 20 days of Paid Time Off each year.
• Sick and Safe Time.
• 10 paid company holidays.
• Volunteer Time Off.
• Paid parental leave.
• Employee Assistance Program (EAP).
• Well-being benefits and other employee benefits.

Eligibility for benefits is subject to applicable plan/policy documents, which are subject to change at Thrivent’s discretion.