Abrar Admin

WellCove

Who We Are
 Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.
 
Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.
 
Job Summary
 This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties.
 
Supervisory Responsibilities: 
This job has no supervisory responsibilities.
 
Duties/Responsibilities: 
<ul>
<li>Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third third-party administrator clients to include Medicare Supplement and Life Policies.</li>
<li>Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards.</li>
<li>Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal.</li>
<li>Maintains working knowledge base of all company products and services.</li>
<li>Complying with company regulations regarding Privacy, confidentiality, and private health information.</li>
<li>Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution.</li>
<li>Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary.</li>
<li>Ability and Flexibility to work various shifts as required.</li>
<li>Able to type speed of 30 wpm with 95% accuracy rate.</li>
</ul>
Standard Company Requirements: 
<ul>
<li>Collaborative team spirit.</li>
<li>Accountable and able to work remotely and independently.</li>
<li>Able to pass background screening and drug tests pre and post hire – includes THC</li>
<li>Verification of high school, GED, or college diploma upon request.</li>
<li>Timely responses from three professional references.</li>
<li>Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter.</li>
<li>Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes.</li>
</ul>
Education and Experience: 
High school diploma or general education degree (GED); and six months related call center experience and/or training.
 Preferred Experience
 <ul>
<li>Associate’s degree</li>
<li>Experience with Long Term Care Insurance preferable in a Call Center setting</li>
<li>2 years related call center and customer service experience</li>
</ul>
Physical Requirements: 
<ul>
<li>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</li>
<li>While performing the duties of this job, the associate is frequently required to sit; use hands, fingers, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. The associate must be able to present and speak simultaneously in meetings.</li>
<li>Prolonged periods sitting at a desk and working on a computer and phone line usage.</li>
<li>Ability to read, hear, speak, use keyboard, reason and problem solve.</li>
<li>Requires the use of office equipment such as computer terminals, telephones, or copiers.</li>
<li>Close visual acuity to perform activities such as: preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading.</li>
</ul>
Required Skills/Abilities: 
To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 <ul>
<li>Accurately entering data via Windows-based environment</li>
<li>Intermediate computer skills</li>
<li>Knowledge use of basic math and English spelling and grammar skills</li>
<li>Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.</li>
<li>Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing</li>
<li>Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.</li>
<li>Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.</li>
</ul>
At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

Contact Center - Contact Center Customer Service Representative

Who We Are
 Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.
 
Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.
 
This position plays an integral role in the success of our assessment service. Responsible for managing the end-to-end inventory to ensure assessments are handled efficiently, effectively, and in a quality manner. Partner with leadership to identify areas for improvement in service and workflow and ensure efficient and proper handling of assessments and escalations.
 
Duties/Responsibilities: 
<ul>
<li>Responsible for managing multiple end-to-end inventory streams for assessments: Monitors daily, weekly and monthly inventory to ensure assessments are handled timely (within agreed upon Service Levels (SLAs)) and appropriately</li>
<li>Improve and streamline processes by re-designing workflows, processes and procedures</li>
<li>Excellent people management skills and able to work under pressure</li>
<li>Provide and implement a suggestion and feedback process to promote and support an environment of continuous process improvement</li>
<li>Audit team’s phone calls, stats, and completed tasks to measure associates’ accuracy to policies and procedures</li>
<li>Perform monthly reviews with employees to ensure thorough understanding of goals and expectations</li>
<li>Provide strategic leadership in assessing and addressing gaps across the National Network of Nurse Assessors, ensuring optimal geographic distribution, clinical expertise, and operational readiness.</li>
<li>Oversee the design and implementation of comprehensive recruitment strategies to expand the assessor network in underserved and high priority regions, aligning growth with organizational goals and service demand.</li>
<li>Direct initiatives to drive adoption of the organization’s digital assessment platform, including developing training frameworks, change management approaches, and engagement strategies to increase utilization and standardization across the network.</li>
<li>Guide cross functional collaboration to strengthen workforce capacity, enhance assessment quality, and support long term scalability of the national program.</li>
<li>Interact with stakeholders at multiple levels and dynamically lead business and service to define and deliver solutions</li>
<li>Ensure ongoing success of quality and process improvement strategies across multiple data sources through metrics and analysis</li>
<li>Translate customer critical quality characteristics to operational requirements and continuous improvement opportunities</li>
<li>Provide authoritative advice and guidance to team including associate training, coaching or monitoring where appropriate</li>
<li>Ensure team delivers outstanding customer service via phone and email, displaying professionalism, empathy, and a sense of urgency</li>
<li>Display a genuine willingness to assist escalated situations and proactively identify solutions</li>
<li>Other projects, as defined</li>
</ul>
Required Skills/Abilities: 
<ul>
<li>People Management</li>
<li>Proven ability to manage multiple, complex inventories</li>
<li>Excellent computer skills including but not limited to proficiency in Microsoft Office Suite of applications, Nitro Pro Acrobat,</li>
<li>Ability to work remotely and independently</li>
<li>Display a positive ‘can do’/customer-first attitude</li>
<li>Excellent communication skills and appropriate etiquette and ability to manage a wide range of personalities</li>
<li>Demonstrate a high level of proficiency in the use of the English language in oral and written forms</li>
<li>Drive to learn new techniques and technology-related skills as required</li>
<li>Collaborative team spirit</li>
</ul>
Education and Experience: 
<ul>
<li>Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.</li>
</ul>
At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

Claims - Manager

Join WellCove and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

WellCove

About Company

Contact Center - Contact Center Customer Service Representative

Claims - Manager