Customer Care Professional (Bilingual in French)

About the Company

illumifin is a leading provider of business process outsourcing for the insurance industry, managing over 1.3 million long-term care policies for the nation's largest insurers. We offer unique risk management insight built upon proprietary long-term care databases. Our culture promotes respect for people, integrity, learning, and initiative.

About the Role

This position works with insurance companies, their applicants, claimants, agents, underwriters, and claims departments to complete both telephonic and face-to-face assessments. The Customer Service Representative - Assessment Services also coordinates with the National Network of Nurses to assign, follow up, and complete face-to-face assessments.

Schedule

Monday through Friday, 9:00 AM to 5:30 PM CST.

Responsibilities

• Compassionately field incoming calls from insurance company home office personnel, underwriters, agents, insurance policy applicants, claimants, and case managers to:
  • Provide telephonic and onsite interview status information
  • Schedule appointments for telephonic interviews
  • Collect and disseminate new or updated applicant or claimant information
  • Coordinate requests for reprints of telephonic and onsite interviews
  • Hot transfer applicants to complete telephonic interviews
• Handle incoming calls from independent contracted nurses and agencies to assign, update status, and collect missing information on underwriting and claims onsite assessments
• Understand and work comfortably with all duties, processes, and policies in the Engagement Services Call Center and Assessment Services departments
• Demonstrate a high level of confidentiality and integrity when handling customer questions and personal information, including financial, personal, medical, and/or health-history information
• Utilize multiple illumifin-specific database platforms to input, access, and follow up on customer information and activity
• Provide ongoing, compassionate, and proactive customer support to all Engagement Services customers