Claims Concierge

Position Overview:

ClaimsConciergeSupportisresponsibleformanagingprojectsfrombeginningto end.Thispersonwillbeabletohandledisputesdiplomaticallyandwillbeamaster ofcommunication.Day-to-daytasksincludeassignment/claimintakeviaphone, email, and job management platforms, as well as data entry during an assignment'slifecycle.Membersofthisteaminterfacewithawidevarietyofhigh profile insurance carrier and commercial client teams and our network of property restoration service contractors.

Key Responsibilities:

• Answerphones,handleincomingcalls,andplaceoutgoingcallstoadjusters,  contractors,  customers,  and  clients/adjusters.
• Communicateeffectivelyviaphone,jobnotes,and email
• Receives, reviews and dispatches new jobs to contractors based on job typeand location.
• Monitorandmanagerestorationprojectsinourclaimsportaland/orthird-partysoftware.  Communicatewithallinvolvedpartiesregardingjobstatus and to answer questions.
• Thispositionrequiresknowledgeabouteachprogram’sguidelinesand ensuringtheprovidersadheretothespecificprogramguidelinesperclaim.
• Ensuring all required documentation is uploaded to our system within the required Service Level Agreements.
• Work closely with the Quality Assurance department on the review of estimatesandsupportingdocumentation,andprovidedalldocumentsto the client/adjuster as required by the program.
• Coordinateandcollaboratewithallinternal departments.
• Attendanceduringscheduledworkhoursis required.
• After-hours on-call rotation duties required.

 
Required Skills

• Comfortable dealing with highly emotional or stressful environments.
• OralCommunication–Speaksclearlyandpersuasivelyinpositiveornegative situations.Abletoeffectivelycalmexcitedcustomers,usequestioningto accurately identify the type and extent of problem, anddescribe the stepsthatwillbetaken.Adaptableandabletothinkonhis/herfeet.
• WrittenCommunication–Writesclear,precise,wellorganizedletters,proposals,andemails.Theindividualeditsworkforspellingandgrammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
• ProcessOrientation–Approachestaskswithanunderstandingoftheoverall setofstepsinvolvedincompletingthework.Awarenessofwhatisrequired forthemtocompletetheirjobandwhatothersrequire.
• Continuous improvement mindset–is always thinking about ways to improve and streamline business processes.
  
  

 Qualifications:

• Proven experience in task-oriented communication.
• Abilitytocommunicateeffectivelyandpivotbetweendifferent systems.
• Intermediate toadvancedproficiency in usingcomputers and computer software, primarilyGoogle Suite.
• Prior logistical experience with payment processing and communication
• Excellentorganizationalskills,accuracy,andattentionto detail
• Initiativeandabilitytomulti-task
  
  

Additional Requirements:

• Aboveaveragekeystrokespeedand accuracy
• Highlevelof professionalism
• Abilitytoworkunderpressureinafastpacedenvironmentandmaintaina positive demeanor
• Abilitytoworkindependentlyorinateam environment
• REQUIRED - Previous experience in customer service roles.
• -Previousremotework experience and demonstration of high work ethic
• -ReliableInternet connection
• PREFERRED-PreviousexperienceusingaCRMorclaim/jobmanagement software.
• PREFERRED-PriorexperiencewithPropertyInsurance Claims.
• PREFERRED-Priorexperienceinproperty restoration or property insurance industries