Customer Support Analyst

About the role

John Hancock’s Long-Term Care business helps customers age on their own terms and live as independently as possible. This role connects customers to providers and wellness partners who offer care and auxiliary services such as meal delivery, transportation, pest control, and care management. You will increase adoption and engagement for both the Provider Network and Health & Prevention partner programs by assisting customers and providers from initial onboarding through ongoing support. The position serves as the primary point of contact for provider partners and insureds, requiring a strong customer-service mindset and the ability to manage both inbound and outbound interactions while maintaining expertise in Health & Prevention and Provider Network initiatives.

Responsibilities

• Serve as a frontline support resource, handling approximately 70% inbound calls from provider partners, insureds, and internal stakeholders.
• Assess customers’ long-term care needs and direct them to optimal partners and resources.
• Support Provider Network and Health & Prevention efforts by ensuring quality connections based on established criteria.
• Provide end-to-end claim support to insureds utilizing preferred providers.
• Work directly with provider partners to drive network utilization, claim assistance, and increased customer engagement.
• Assist provider partners with network onboarding and ongoing use of provider support tools, including the provider portal.
• Conduct outbound calls to address missed opportunities, follow up on leads, and facilitate lead creation.
• Dedicate approximately 30% of time to off-phone back-office tasks such as reporting, re-indexing, and operational support to ensure claim accuracy, validate discounted rates, and smooth conversions.

Requirements

• Minimum of 2 years of experience as a Long-Term Care (LTC) claims professional.
• Strong understanding of LTC claims processes and customer support best practices.
• Experience handling high inbound call volume in a service-oriented environment.
• Excellent verbal and written communication skills.
• Strong relationship management skills and ability to collaborate across multiple functions and partners.

Preferred Qualifications

• Customer-first mindset with a professional and empathetic approach.
• Flexibility and adaptability within a developing program environment.
• Effective problem-solving and critical-thinking skills.
• High attention to detail with strong organizational skills.
• Proactive and self-directed, with the ability to identify and execute appropriate next actions.
• Ability to work independently in a remote, home-based setting.

Benefits

• Customizable health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.
• Adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• Various retirement savings plans, including pension/401(k) with employer matching contributions and a global share ownership plan.
• Financial education and counseling resources.
• Up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year.
• Full range of statutory leaves of absence.

Pay

Salary range is expected to be between $42,075.00 USD and $70,125.00 USD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

Schedule

Full-time remote position based in the USA, New Hampshire.