Document Management Analyst I

Document Management Analyst I

Requirements

• Must be able to obtain and maintain MRPT facility credentials/authorization. Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.
• Undergraduate degree is required.
• Must have excellent writing skills, the ability to multitask, high attention to detail and outstanding oral communication capabilities, including the ability to explain complex issues in a simplified manner.
• Must demonstrate patience and resilience in dealing with difficult callers, and have the ability to communicate verbally in a manner that expresses sincere empathy.
• Must have proficient typing/keyboarding skills, ability to navigate multiple applications simultaneously while handling calls, experience with PC-based databases (MS Access) and MS suite of applications, including experience with MS Excel.

Responsibilities

• Provide superior customer service to claimants, authorized representatives, attorneys, and the general public who contact the VCF regarding the all-inclusive claims process in multiple languages.
• Proactively provide support to any caller requesting assistance on the claim process, including but not limited to: filing a claim, general information on the VCF, review and explanation of VCF policy, claim status/processing, request for hard copy forms, verbal registrations and technical assistance using the online claims system.
• Act as subject matter expert on the claimant portal, working with the Claims Management System (CMS) team to conduct UAT and other testing as needed.
• Document each contact from claimant or authorized representative in CMS in accordance with established SOPs.
• Effectively manage incoming call queue to ensure prompt follow up as required for claim inquiries.

Preferred Qualifications

• A minimum of one year experience in a customer support role, call center, or other high call volume environment is preferred.