Offer summary

Qualifications:

Bachelor’s degree in insurance claims, health care, elder care, social work, or a related field., 3+ years of experience in a relevant industry., Strong communication skills and ability to manage escalations effectively., Technical aptitude to learn new technologies and understand data flow through systems..

Key responsibilities:

Provide high standard customer service and ensure smooth internal and external operations.

Mentor team members and identify areas for performance improvement.

Manage individual workload via CRM and meet designated KPI & SLA goals.

Address adverse determinations and assist with appeals processes for LTCI claims.

Job description

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Job Summary / Purpose:

The LTCI Start of Care Analyst III will work under the supervision of the LTCI Start of Care Manager to provide high standard of customer service and ensure the smooth functioning of all internal and external operations Additionally, LTCI Start of Care Analyst III will work in tandem with manager in creating and training departmental process and procedures. In this role individuals will also be expected to mentor team members and identify areas of opportunity to improve performance and meet or exceed KPIs.

Qualification:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Essential Duties and Responsibilities:

LTCI subject matter expert, knowledgeable about LTCI contracts and confident in ability to navigate benefit eligibility reviews and adverse determinations
Manage individual workload via CRM and meet designated KPI & SLA goals
Effective and strong communicator that can foster a positive working relationship and interactions with clients and team members
Solid ability to learn new technologies and possesses the technical aptitude required to understand flow
of data through systems as well system interaction

Address adverse determinations and appeals processes for LTCI claims (including assistance with
gathering new information and preparing an appeal)
Approach clients’ issues with empathy and is passionate about advocating for our clients and their families to overcome challenges associated with LTCI claims
Exhibit timely responsiveness and diligent follow through as an organized and self sufficient team

Member

Work collaboratively with manager to coach team members to meet departmental goals
Identify trends and offer suggestions for training or other interventions to reduce concerns and complaints

Preferred Skills, Education and Certifications:

Bachelor’s degree and 3+ years in insurance claims, health care, elder care, social work, or related industry
Excellent customer service and ability to manage escalations
Excellent investigative skills and ability to generate high quality documentation and reports
Experience with Freshdesk or other CRM, ClearCare, Microsoft Office, and Google Workspace

Physical Requirements:

Ability to lift and carry up to 10-15 pounds
Ability to sit, stand and walk for prolonged periods of time throughout the work day
Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

Pay: $30-34/hour DOE

Benefits for full time employees

Medical/Dental/Vision Insurance
TouchCare VirtualCare
Life Insurance
Health Savings Account
Flexible Spending Account
401(k) Matching
Employee Assistance Program
PTO Plan for Non-Exempt Employees
Flexible PTO Plan for Exempt Employees
Holidays and Floating Holidays
Pet Insurance

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

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