Customer Support Analyst

Our client operates in the long-term care insurance industry, helping customers age independently by connecting them with affordable, high-quality long-term care providers and wellness resources. The organization addresses the challenges of accessing essential services such as care, meal delivery, transportation, and other support programs that promote aging in place and improve quality of life.

About the Role

The Customer Support Analyst serves as a key resource for customers, provider partners, and internal stakeholders seeking assistance with long-term care services and resources. This role supports provider network participation, customer service, claims assistance, and service engagement while helping ensure seamless access to appropriate care. The position contributes directly to customer adoption, network utilization, and effective care management.

Responsibilities

• Serve as a frontline support resource, handling inbound calls from provider partners, insureds, and internal stakeholders.
• Assess customers’ long-term care needs and connect them with appropriate providers, services, and resources.
• Support Provider Network and Health & Prevention initiatives by establishing quality connections based on defined criteria.
• Provide end-to-end claims support for insureds using preferred providers.
• Assist providers with onboarding and effective use of support tools, including the provider portal.
• Conduct outbound calls to follow up on leads, service opportunities, and unresolved needs.
• Complete off-phone activities such as reporting, re-indexing, and operational support to maintain claim accuracy and process efficiency.
• Maintain accurate documentation and follow established procedures for customer and provider interactions.
• Collaborate with internal teams and external partners to resolve issues and improve service delivery.

Requirements

• Minimum of 2 years of experience in long-term care claims.
• Solid understanding of long-term care claims processes and customer support best practices.
• Experience managing high-volume inbound calls in a customer service environment.
• Excellent verbal and written communication skills.
• Strong relationship management and cross-functional collaboration abilities.
• Customer-focused, professional, and empathetic approach.
• Ability to adapt to evolving programs, processes, and customer needs.
• Strong problem-solving and critical-thinking skills.
• High attention to detail and organizational skills.
• Proactive and self-directed with the ability to work independently in a remote environment.