Oversee vendor requirement ordering and follow-ups. Process claims initiation requests and ongoing benefit determinations for internal and external customers. This job description provides a general overview and may be subject to change; additional duties may be assigned at any time
Position Responsibilities:
Process long-term care claim initiation requests from external customers, using judgment and system guidance to determine good order status; ensure high attention to detail when reviewing forms to avoid delays and customer impact.
Conduct call-outs to policyholders when claim forms are not in good order; decide whether to send system-generated NIGO letters or make direct calls based on the situation.
Handle immediate vendor requests related to claims, ensuring timely action to keep claim initiation moving.
Manage escalations tied to claim initiation or requirement ordering/follow-ups, demonstrating excellent follow-up and resolution skills.
Utilize all claims systems with working knowledge of each, and perform other duties as assigned.
Required Qualifications:
Minimum 3 years of administrative experience; prior business operations experience preferred.
Medical-related coursework or background preferred.
Strong customer focus with proven experience in a customer service environment.
Excellent typing skills and accuracy.
Preferred Qualifications:
Proven ability to multi-task and manage competing priorities in a demanding, deadline-driven environment.
Highly organized, innovative, and demonstrates a strong level of initiative.
Strong computer proficiency with advanced Microsoft Office skills (e.g., Excel, Word, Outlook, PowerPoint).
Collaborative mindset with a strong desire and ability to work effectively in a team environment.
Exceptional attention to detail and sound judgment in prioritizing deliverables and managing vendor requirements.
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.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.
Working Arrangement