Lead, Telephonic Interviewer NC - A

The nation's leading administrator of long-term care insurance services is looking for YOU. This is your opportunity to join a company with a culture that promotes respect for people, integrity, learning and initiative.

WE ARE THE KIND OF EMPLOYER YOU DESERVE.
illumifin is a leading provider of business process outsourcing for the insurance industry, managing over 1.3 million long-term care policies for the nation's largest insurers. We also provide clients with unique risk management insight built upon our proprietary long-term care databases.

This role provides support to the Telephonic Supervisor teams by performing various duties in an accurate and timely manner. Anticipates, initiates, coordinates and follows up on Telephonic activities and other special projects.  As directed, handles communications and correspondence with clients and the IT department. We are looking at a schedule of Mon-Fri, 9a-6p CST.

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