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LTCG Lead, Telephonic Interviewer NC - A in Eden Prairie, Minnesota

Job Summary: Provides support to the Telephonic Supervisor teams by performing various duties in an accurate and timely manner. Anticipates, initiates, coordinates and follow up on Telephonic activities and other special projects. As directed, handles communications and correspondence with clients, IT department and other LTCG offices. 1. Assignments/Appointments; look at current and future appointments to determine staffing needs 2. Assigning & checking locked files for discrepancies 3. Review and research files in review (greater than 24 hours), follow up accordingly 4. Review and research missed appointments based on results; follow up with Telephonic Supervisor accordingly 5. Review and research declined interview status and provide data to Telephonic Supervisor for individual follow up 6. Review Daily customer workload/dashboard reports to determine staffing needs 7. Review assessor schedule change request recommendations 8. Maintain productivity measurement tracking by supervisor 9. Maintain quality measurement tracking by supervisor 10. Maintain attendance measurement tracking by supervisor 11. Provide recommendations to Telephonic Supervisor on performance management based on 7-9. 12. Convey PTO recommendation to supervisor, based on master schedule 13. Review weekly schedule and update accordingly; provide staffing updates to Telephonic Supervisor 14. Conducts telephonic interviews for insurance company applicants in a quiet, professional environment without interruptions and/or distractions 15. Receives calls from CSR area to complete telephone interviews with applicants 16. Uses pre-determined follow-up questions needed for a thorough collection of data 17. Gives concise and accurate documentation on client’s health history 18. Accurately documents history and lifestyle information essential to the Underwriting process using pre-determined and scripted follow-up questions 19. When necessary, tactfully refocuses applicants who wander off the focal subject. 20. Completes all interviews in a timely manner, according to department guidelines. 21. Maintains an 85% productivity level as measured by the Management Operating System in place (MOS). 22. Maintains a minimum 96% quality standard on all telephonic interviews. 23. May be required to attend in-office meetings an average of four hours per month. 24. Other duties that are assigned. Minimum Qualifications: · Education: Associate degree or better · Experience: 2 years of telephonic customer service experience in an office and/or business setting; or · 1 year of LTCG Telephonic assessor experience · Proficient in basic computer software with the ability to troubleshoot basic computer issues, including Microsoft Office Suite. · Must type at least 40 words per minute. · Basic functional math skills. · Performs work accurately and efficiently under deadline pressures. · Heavy telephone contact with both customers and internal company staff. · Heavy keyboard and computer use. · Demonstrated ability to work alone or with a team on multiple activities at once. Preferred Qualifications · Education: Bachelor’s Degree in Business Administration or similar field · Experience: 4 years of telephonic customer service experience in an office and/or business setting; or · 2 years of LTCG Telephonic assessor experience · Database experience preferred. · 1-2 years of prior geriatric and/or mental health and assessment experience. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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