Case Manager - Long Term Care

DUTIES & RESPONSIBILITIES:  

This is not intended to be an all-inclusive list of essential job functions, but rather a general overview of the principal responsibilities.  

• Works with the Wholesalers/Sales Desk to provide information related to applications and carrier process/procedures. 

• Enters cases into the agency management system (admin system) and understands/uses the system for updates and appropriate case status communication to agents. 

• Reviews documentation and applications to ensure “in good order” prior to submission to carriers. 

• Manages case follow-up for missing/incomplete information. 

• Reviews, investigates, processes and tracks underwriting and delivery requirements. 

• Contacts agents/accounts for corrections, clarifications, and completion of requirements.  Works with agents/accounts to provide explanation for new business and underwriting processes for each provider. 

• Manages the life cycle of each application to service standards, working closely with agents/accounts, service teams and underwriters by demonstrating an ownership mentality.  Displays critical thinking and proactive case management skills throughout the new business process. 

• Provides regular updates on key/critical cases to various audiences, including providing weekly status reports to key accounts. 

• Processes policy changes within established carrier time frame. 

• Assists with efforts to place declined applications by working with Newman Wholesalers, the insurance carrier underwriting department, and agent/account to identify additional product options. 

• Actively shares service and process improvement ideas, contributing to a culture of “continuous improvements” 

• Demonstrates professional verbal and written communication with internal and external partners and managing the phone queue. 

• Serves as point of contact for new account onboarding and delivers onboarding New Business presentation to the account’s back-office team. 

• Models Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes.  ​ 

• Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.  Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.    

Agents and Accounts: Provide support for pending case information, comprehensive case status reporting, issues resolution, and inforce inquiries.  

Carriers: Interact with New Business, Underwriting, and Licensing teams to ensure services standards are met and escalations are resolved.   

Newman Leadership: Work closely on projects, tool implementation and maintenance, compliance, reporting, and daily New Business operations. 

Newman Team: Have general knowledge of all operations team roles. Provide back up to Licensing & Contracting team as needed. Work together to make sure tools and processes are in place for efficient processing of business.  

TIA & Leadership: Provide support to TIA and leadership including role backup, reporting, project work, etc.  

QUALIFICATIONS & SKILLS:   

 Required: 

• High school diploma or GED required 

• Minimum of 2 years experience in the insurance or financial services industry. 

• Interpersonal communication skills, including customer relationship skills and experience. 

• Ability to research and problem solve. 

• Ability to prioritize work, work independently, and make decisions without guidance. 

• Ability and desire to work as part of a team. 

• Working knowledge of computers and related data management system(s), Microsoft Office programs, and basic office equipment. 

• Ability to communicate with internal and external business contacts in professional manner, including staff, clients, advisors, carrier contacts, and outside vendors. 

• Attention to detail and accuracy. 

Preferred:   

• Case management experience in a carrier home office or BGA/Insurance Agency setting highly desirable.  

• Prior Insurance Agency Management System experience