Customer Support Analyst

Manulife Financial; Northern (KY); Hybrid; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid time off

Job summary

John Hancock Life Insurance Company (U.S.A.) is seeking a provider network specialist to connect customers with LTC providers and wellness partners, ensuring smooth onboarding and ongoing support. You will manage inbound/outbound calls, guide customers to qualified resources, and support network onboarding activities.

The role emphasizes a strong customer service mindset, SME knowledge on Health & Prevention and Provider Network initiatives, and collaboration across multiple partners.

Qualifications

• Minimum of 2 years of LTC claims experience.
• Strong understanding of LTC claims processes and customer support best practices.
• Experience handling high inbound call volume in a service-oriented environment.
• Excellent verbal and written communication skills.
• Strong relationship management across multiple functions and partners.

Responsibilities

• Serve as frontline support, handling approximately 70% of calls from providers, insureds, and internal stakeholders.
• Direct customers to optimal providers and resources for LTC needs.
• Support Provider Network and Health & Prevention efforts with quality connections.
• Provide end-to-end claim support to insureds using a preferred provider.
• Collaborate with provider partners to boost network utilization and claim assistance.
• Assist provider partners with network onboarding and ongoing tool use.
• Conduct outbound calls to address missed opportunities and leads.
• Allocate about 30% of time to off-phone administrative tasks to support accuracy and processes.

Skills

Excellent verbal and written comms

Relationship management

Customer service experience

Remote/home-based adaptability

Job description

John Hancock's Long-Term Care business is focused on helping our customers age on their own terms and live as independently as possible. Please come join the John Hancock LTC Provider Network team who is focused on providing access to high-quality and affordable long-term care providers to our customers when they need it and helping support the LTC Health and Prevention team enable our customers to age in place.

This role helps our customers be connected to providers and wellness partners, who offer help finding our customers care and services, such as meal services, transportation services, etc. to help our customers manage care.

Position Summary

• Plays a key role in connecting customers to providers and wellness partners, who offer help finding care through providers and auxiliary services such as meal services, transportation services, pest control, as well as helping customers manage care. This will result in increased adoption and engagement for both the Provider Network and Health and Prevention partner utilization.
• Key role in assisting both the customer and the provider to help providers onboard and activate participating in the network as well as help customers engage in partner offerings from initial utilization to ongoing support.
• Serves as a primary point of contact for provider partners and insureds requiring a strong customer service mindset and the ability to effectively manage both inbound and outbound interactions.
• Maintain a thorough understanding of Health & Prevention and Provider Network initiatives, serving as an SME to other members of the contact center and operations.

Position Responsibilities

• Serve as a frontline support resource, handling incoming calls approximately 70% of the time from provider partners, insureds, and internal stakeholders
  • Understands customers Long-Term Care Needs to appropriately direct customers to optimal partners and resources
  • Support both Provider Network and Health & Prevention efforts by ensuring quality Provider Network and Care Concierge connections based on established criteria
  • Provide end-to-end claim support to insureds utilizing a preferred provider
  • Work directly with provider partners to support provider network utilization and claim assistance, driving increased initial and ongoing customer engagement
  • Assist participating provider partners with network onboarding and ongoing use of provider support tools including the provider portal, driving increased provider participation within the network
  • Conduct outbound calls to address missed opportunities, follow up on leads, and facilitate lead creation
• Serve as a back‑office support resource, dedicating approximately 30% of time to off‑phone activities, including reporting, re‑indexing, and other operational tasks to support claim accuracy, validate discounted rates are accurately applied, and smooth conversion; time allocation may fluctuate based on business needs.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Required Qualifications

• Minimum of 2 years of experience as a Long-Term Care (LTC) claims professional
• Strong understanding of LTC claims processes and customer support best practices
• Experience handling high inbound call volume in a service-oriented environment
• Excellent verbal and written communication skills
• Strong relationship management skills and ability to collaborate effectively across multiple functions and with multiple partners

Preferred Qualifications

• Strong customer-first mindset with a professional and empathetic approach
• Flexibility and adaptability within a developing program environment
• Effective problem-solving and critical-thinking skills
• High attention to detail with strong organizational skills
• Proactive and self‑directed, with the ability to instinctively identify and execute appropriate next actions
• Ability to work independently in a remote, home-based setting

When you join our team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ をご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Referenced Salary Location

米国,- ニューハンプシャー州 フルタイムリモート

Working Arrangement

在宅勤務

Salary range is expected to be between $42,075.00 USD - $70,125.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

• Know Your Rights
• Family & Medical Leave
• Employee Polygraph Protection
• Right to Work
• E-Verify

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.

We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.

Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Company: John Hancock Life Insurance Company (U.S.A.)