Senior Disability Claims Examiner, Concierge Team (Virtual)

Job Classification:

We are seeking a Senior Level Claim Manager to provide top-tier customer service to one of our largest Group Insurance this role you will gain a deep understanding of the clients culture and apply your expert customer service skills to guide and support their employees at the start of their leave. You will work with various products including Short Term Disability Statutory Leaves and Absence to ensure a seamless experience for employees.

As a member of this team you will go beyond traditional claim management duties. This includes handling customer service calls specifically for your assigned client. You are expected to become thoroughly familiar with the clients culture and product offerings to deliver exceptional service to both the client and their employees. You will look for opportunities to enhance the claimant experience and act as a champion for continuous process improvement within the Concierge Team. You will have the chance to interact with the clients Leave team during quarterly virtual meetings and will engage daily with the clients Benefits Business Partners.

Responsibilities:

• Provide excellent customer service while managing approximately 95 Short-Term Disability (STD) claims.
• Oversee a portfolio of complex claims including those involving co-morbidities behavioral health issues and self-reported symptoms.

Qualifications:

• 2-3 years of experience in STD is required (FMLA/State Leave experience is preferred).

• Proficient in proactive communication through various channels such as phone email letters Teams messaging group Teams calls and one-on-one video calls to deliver exceptional service.
• Energetic and customer-focused with a proven ability to maintain strong customer relationships.
• Confident in communicating with highly skilled and educated claimants in the software industry especially in challenging situations.
• Excellent documentation skills to accurately capture telephone conversations and create clear concise claim plans.
• Ability to understand and interpret complex and non-standard policy and plan provisions.
• Strong ability to independently navigate ambiguous situations and adapt quickly when needed.
• Excellent organizational and time management skills.
• Demonstrated analytical and math skills.
• Provide technical direction to other claims personnel as needed.
• Strong teamwork skills and the ability to leverage resources to achieve goals.

Work Environment:

This role is virtual so candidates must meet the following requirements:

• Subscribe to an internet service provider plan with at least 25 Mbps download speeds and be willing to troubleshoot any connectivity issues.
• Capable of handling calls with a cell phone (with unlimited data and minutes) or a landline. Your personal phone number will not be disclosed to customers.
• Have a quiet distraction-free work area at home.
• Demonstrate reliability and dependability throughout the extensive training program.

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• Market competitive base salaries with a yearly bonus potential at every level.

• Medical dental vision life insurance disability insurance Paid Time Off (PTO) and leave of absences such as parental and military leave.

• 401(k) plan with company match (up to 4%).

• Company-funded pension plan.

• Wellness Programs including up to $1600 a year for reimbursement of items purchased to support personal wellbeing needs.

• Work/Life Resources to help support topics such as parenting housing senior care finances pets legal matters education emotional and mental health and career development.

• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period) after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program whereby an award if any depends on various factors including without limitation individual and organizational performance. To find out more about our Total Rewards package visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.