Case Manager

Why Crump?

We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers.

At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention.

Job Summary

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Reviews new insurance applications for missing information, including but not limited to forms, signatures, key underwriting questions and data.
• Reviews and analyzes underwriting requirements including Attending Physician Statements, exams, supplemental forms, etc. to determine if additional information or requirements need to be obtained to complete the underwriting process.
• Conducts regular proactive case follow-ups via phone primarily and email secondarily, with insurance agents, vendors, internal resources, and carriers.
• Organizes and prioritizes workload to ensure cases are processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately.
• Utilizes agency management system to document all work activity and communication for all in-process cases.
• Acts as a conduit for all issues associated with a case to include coordination with all internal departments.
• May have responsibility for reviewing issued insurance policies for accuracy.
• Follows-up with insurance agents to ensure requirements necessary to activate insurance coverage are received within specified timeframe.
• Takes the initiative to review other than applied for offers on term cases to determine if alternatives exist.

Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective interpersonal and written communication skills
• Ability to provide excellent customer service to both internal and external customers
• Effective time management skills
• Ability to prioritize and accomplish multiple tasks simultaneously
• Capable of working independently as well as in a team environment
• Ability to work in a self-directed fashion
• Experience with PCs in a Windows environment Demonstrated proficiency in basic computer applications such as Microsoft Office software products
• Ability to analyze problems and develop solutions
• Ability to communicate with individuals at all levels of the organization
• Bachelor's degree or equivalent education, training and work-related experience
• Proficiency with office equipment including fax machines, copiers, telephone systems, etc
• Two years of customer service experience
• Demonstrated history of customer relationship management success
• Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
• Strong attention to detail and accuracy
• Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers
• Ability to react to change in a productive and positive manner
• Ability and willingness to support department to accomplish team goals
• Ability to analyze case information and determine necessary actions and next steps
• Proficiency with Adobe, use of SharePoint sites, internet/web searches and video conferencing

Preferred Qualifications:

• Prior insurance experience