Allsup

Claims Specialist II (Level 1 & 2)

US-IL-Belleville
4 days ago
Category
Claims Operations
Type
Regular Full-Time

Overview

Serves as the primary point of contact for incoming inquiries for claimants pending at levels 1 & 2 of the Social Security Disability process. Reviews claimant completed questionnaires as well as interviews claimants by telephone to complete various disability claim forms. Places outgoing calls to claimants when additional information or follow up is needed. Position involves heavy data entry and claimant education, with the objective of solving problems without escalation. Also responsible for providing the claimant insight into the Social Security process, explaining decisions and encouraging continued participation in the disability process. Performs work with minimal supervison.

Responsibilities

  1. Responds to customer inquiries, according to productivity and quality standards. Strives to return all voicemail, email and chat messages within contact center expectations.
  2. Support the potential claimants through the registration process and the assessment/background/medical questionnaires in the new consumer market product
  3. Support claimants through the use of Allsup Place and empower questionnaires throughout entire process.
  4. Understand and support sales process.
  5. Accesses claimant’s record on the system (past notes, completed fields, actions); interprets, gathers, and conveys information to the caller (claimant, Social Security Administration, Disability Determination Service, Office of Disability Adjudication & Review).
  6. Reviews claimant completed questionnaires and follows up with claimant for additional information, if needed, prior to submitting forms to Social Security and/or Disability Determination Services.
  7. Interviews claimants by telephone to complete application, appeal, questionnaire and ancillary forms, ensuring appeal deadlines are met.
  8. Place outgoing calls to gather information from claimants.
  9. Accurately and fully records the claimant’s description of the disability onset, medical condition, medical sources, functioning, and vocational history. Resolves discrepancies as necessary.
  10. Strives to produce quality work that contains correct grammar, spelling, punctuation, and follows guidelines in “Allsup Style Guide”.
  11. Diligently pursues contact with the claimant and initiate emails and/or letters to the claimant to ensure every opportunity was taken to reach the claimant.
  12. Demonstrates technical knowledge and application with respect to the first two levels of Social Security disability process. Must have thorough knowledge of functions of all Allsup departments. Provides claimant insight to the process and program requirements.
  13. Establishes, cultivates, and maintains a positive and professional relationship with the claimant, while utilizing call management skills.
  14. Responds to claimant questions with courtesy, empathy, and professionalism. Demonstrates tact and diplomacy in handling problem solving situations with claimants, Social Security Administration, Disability determination Services and employees.
  15. Performs vital data entry in case management system. Accurately and thoroughly document talk notes of all conversations and actions.
  16. Processes work in a timely and accurate manner.
  17. Participates in the training and development of other specialists; shares information.
  18. Maintains strict confidentiality of claimant information, procedural manuals, client/prospect lists, information on new business ventures, and other confidential Allsup information.
  19. Obtains information regarding other services/programs that might be helpful to the claimant such as health insurance assistance, Medicare, state funded programs (welfare) and other local resources.
  20. Mentor peers and support staff.
  21. Assist in updating the training manual.
  22. Assist with special projects.

 

 

Qualifications

EDUCATION/EXPERIENCE

 

Bachelor’s degree preferred or associate’s degree with 6 months customer service experience or appropriate Allsup experience.

 

KNOWLEDGE/SKILL REQUIREMENTS

 

Professional oral/telephone communication skills. Superior organizational skills. High level of initiative. Excellent knowledge of Word and Excel.

 

 

 

Equal Opportunity Employer - Minorities/Females/Veterans/Disabled

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed