Customer Support Analyst

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] .

Ubicación principal

Estados Unidos,- Nuevo Hampshire Remoto a tiempo completo

Modalidades de Trabajo

Remoto

Se prevé que el rango salarial esté entre

$42,075.00 USD - $70,125.00 USD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [email protected] para conocer el rango salarial correspondiente a tu ubicación.

Manulife/John Hancock ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de ahorro 401(k) o de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de días libres pagos en EE. UU. contempla hasta 11 días festivos, 3 días personales, 150 horas de vacaciones y 40 horas de licencia por enfermedad (o más cuando lo exija la ley) por año, y ofrecemos todos los tipos de licencias contempladas por la ley.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

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Permiso Familiar y Médico

Ley de Protección del Empleado contra el Examen Poligráfico (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)

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Transparencia Salarial (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

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