Claims Specialist

Liberty Home Guard; New York (NY); On-site; USD 52,000 - 72,000; Full time

Job summary

Liberty Home Guard is seeking an Authorizations Specialist to review and approve repair or replacement services, negotiating with vendors and technicians to ensure cost-effective solutions. You will gather diagnoses, collect part numbers, and authorize estimates while maintaining policy compliance and high customer service standards.

You will handle 60-80 calls daily, communicate across phone, email, and live chat, and coordinate with accounts payable and vendor relations to resolve disputes and

Qualifications

• Experience reviewing and authorizing repair or replacement services.
• Strong negotiation and vendor management skills.
• Excellent communication and customer service abilities.

Responsibilities

• Gather comprehensive home diagnostic information from technicians.
• Negotiate with vendors and technicians for cost-effective solutions.
• Communicate via phone, email, live chat and other channels.
• Handle inbound and outbound calls to coordinate with customers and technicians.
• Collect unit information, part numbers, and breakdown causes.
• Authorize estimates within guidelines and issue approvals.
• Ensure repair costs stay within pricing guidelines.
• Resolve discrepancies between customers and technicians.
• Maintain records and archive relevant documents.
• Coordinate with Vendors and Accounts Payable on disputes.
• Ensure technicians follow policies.
• Provide feedback to management to improve services.
• Maintain predictable attendance.
• Manage 60-80 calls per day.
• Determine whether repair or replacement is best.
• Know Alphacom Protection Plan terms.
• Escalate issues when needed.

Skills

Negotiation

Attention to detail

Analytical thinking

Customer service

Communication skills

Multitasking

Phone etiquette

Time management

Conflict resolution

Tools

Slack

Job description

Job Description

Title: Authorizations Specialist

The Impact You Will Have:

Liberty Home Guard is the country’s fastest-growing and best-rated home warranty provider. We are looking for an Authorizations Specialist to join our team in ensuring the accuracy and efficiency of home repair approvals. As an Authorizations Specialist, you will play a key role in reviewing and authorizing repair or replacement services, negotiating with vendors and technicians, and ensuring all claims adhere to company guidelines, ultimately contributing to the satisfaction and timely resolution of our customers' needs.

• Gather comprehensive home system and appliance malfunction diagnoses from technicians. Employ astute questioning techniques to ensure the accuracy and relevance of the information provided, preventing the authorization of incorrect repairs or replacements and ensuring alignment with approved solutions.

• Consistently negotiate with vendors and technicians during every call to secure competitive rates and cost-effective solutions for repair and replacement services, ensuring adherence to pricing guidelines and oaring;btaining necessary approvals.

• Employ exceptional communication skills to deliver service via phone, email, live chat, and any other designated communication channels.

• Handle both inbound and outbound calls seamlessly, strategically navigating the workflow to ensure effective communication with technicians, customers, and other departments.

• Collect a thorough diagnosis, including unit information, part numbers, and the cause of the breakdown.

• Authorize estimates within provided guidelines by promptly and accurately issuing approvals for repair or replacement services.

• Ensure that repair costs fall within pricing guidelines.

• Identifies and resolves customer-technician discrepancies by skillfully navigating designated Slack channels, and escalating requests for additional assistance when necessary.

• Place authorization codes on hold as necessary to ensure careful consideration and review before finalizing approvals.

• Maintain records of interactions with both customers and technicians, process accounts, and archive documents.

• Communicate with professional repair providers to verify various matters, including pricing, services, industry trends, and trade-related issues, in coordination with the Vendor Relations Team.

• Ensuring technicians adhere strictly to procedures and terms outlined in our policies.

• Provide clear feedback and reprimand technicians who violate company guidelines, to ensure quality standards in customer satisfaction and claim resolution time.

• Coordinate with Accounts Payable in processing disputes and investigating problematic situations related to technician errors.

• Follow communication procedures, guidelines, and policies, including but not limited to following proper call center and customer service etiquette.

• Effectively manage a large amount of calls, approximately 60-80 calls per day.

• Evaluate and decide on the most suitable course of action, determining whether repair or replacement is the optimal solution for a unit.

• Have thorough knowledge of the terms and conditions of each type of Protection Plan provided by Alphacom’s clients.

• Provide feedback to management regarding customer comments to develop ideas for improved services, processes, and procedures.

• Predictable, reliable, and punctual attendance is an essential function of this job.

What You’ll Bring To The Team:

• Negotiation skills

• Strong attention to detail and goal-oriented.

• Strong analytical, decision-making, and problem-solving skills

• Excellent communication and presentation skills

• Commitment to excellent customer service

• Ability to multitask, prioritize tasks, and manage time effectively.
• Excellent phone etiquette and active listening skills.
• Flexible, proactive, and self-motivated.

This letter agreement supersedes and replaces any prior agreement, representations, or understandings (whether written, oral, implied, or otherwise) between you and the company and constitutes the complete agreement between you and the company regarding the subject matter set forth herein. This letter agreement may not be amended or modified, except by an express written agreement signed by both you and a duly authorized officer of the company.