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If you’re passionate about helping people protect what matters most to them, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you!
We are looking for 10 individuals to join the Medical Claims team. Your career at Nationwide begins on Monday, June 27th, 2022 with an award-winning 4-12 week training program that is designed to set you up for success and confidence in your new role.
Base salary for this position can range from $46K-$55K dependent upon experience and location.
Positions are full-time work-from-home and may be filled in the Eastern, Central, Mountain, or Pacific time zones.
WFH (Remote) technology requirements
Schedule: Training is traditional 8-4:30, Monday through Friday; Permanent work schedules will vary based on business demand. We typically need more support for Mountain and Pacific time zones so traditional hours may vary, depending on candidate time zone.
Ideal candidates will have:
(Internal Use Only) Compensation Grade: D3
Please note that this role may be filled at another level, depending on qualifications and related experience.
Colorado Residents: Email [email protected] for salary information.
Job Description SummaryProviding exceptional customer service and developing productive, trusting relationships with policyholders and claimants allow us to deliver on Nationwide’s promise. Complexity of coverage and the intricacies of medical claims offers variety of work and requires critical thinking and adaptability. If you can empathize, listen and protect confidential information and work collaboratively to resolve and pay claims, we want to hear from you!
As a Claims Specialist I, you’ll investigate and evaluate first-party medical claims – personal injury protection (PIP), medical pay and medical benefits claims – for eligibility, medical necessity, appropriateness of charges and alignment with state fee schedules. You’ll establish relatedness, casualty and appropriateness of treatment based on the compensable injury and make payment decisions according to standard claims methodologies. We’ll count on you to promote and provide outstanding customer service.
Job Description
May perform other responsibilities as assigned.
Reporting Relationship: Reports to Manager.
Education: Undergraduate degree or equivalent experience preferred.
Licenses/Designations/Certifications: State licensing where required. Successful completion of required claims certification schools/classes.
Experience: One to three years of customer service and/or claims processing/handling experience preferred.
Knowledge, Abilities and Skills: General knowledge of insurance theory and practices, insurance contracts and their application. Familiarity with claims processing and medical terminology. Familiarity with related standard methodologies and procedures preferred. Confirmed ability to meet customer needs and provide outstanding service by advising customers of the claims process. Strong analytical skills to make decisions and resolve issues in such areas as application of coverages to submitted claims, application of laws of jurisdiction to investigatory facts, application of policy exclusions and exceptions. Able to effectively prioritize work. Validated written and verbal communication skills for contact and/or negotiation with policyholders, claimants, peers, attorneys, physicians, agents and the general public. Ability to efficiently operate personal computer and software for claims-related and other business applications.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing Exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Overtime Eligibility: Eligible (Non Exempt)
About Drips:
Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.  
Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. 
However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!  
Job Overview:
We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn’t enough, and Artificial Intelligence (“A.I.â€) isn’t perfect. We hold the highest industry standard of excellence in staying “humanized†and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer’s response, respond contextually, and categorize it appropriately. The Customer Experience Chatroom Operator is a new role to handle Drips’ top clients and use cases. It requires customer service driven individuals who are quick on their feet and can empathize with the consumer. Connoisseurs of conversation and adept at handling the unexpected.
Example:
A user says, “Where are my ID Cards?â€. This isn’t just a question it is the beginning of a service-based conversation specific to the consumer you’re chatting with. Our mission is providing thoughtful, articulate, and appropriate guidance specific to the conversation, industry, and subject for the consumer you’re chatting with. This would be categorized and handled by clicking a specific button tailored to respond to this question or if there is no pre-written response, engage in a dialog with the record to ensure they are being directed appropriately. You must be able to maintain a 98%+ accuracy in your responses that will be randomly audited and quality assured. Your work and responses will help inform our natural language model therefore your accuracy is of the utmost importance.
Hours & Benefits:
This is a full-time role that is eligible for Drips benefits program
This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for all time slots
Specific Duties, Activities, and Responsibilities:
Quickly and accurately (in less than 30 seconds) respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
Escalate conversations to leadership when needed
Document frequently asked questions for continual improvement
Add relevancy to canned responses
Maintain 98% or above accuracy in response handling
Maintain a Replies per Hour rate of 60 replies per hour worked.
Other projects as assigned
Required Skills/Abilities:
Experience in a Customer Service Chatroom environment
Experience with writing responses to consumers in a real time, chat-based environment
Familiar with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
Professionalism in all interactions
Exceptional attention to detail, high standard of excellence/perfection
Comfortability on a computer, advanced typing skills (can’t hunt and peck)
Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
Exceptional verbal, communication, and written skills.
Reliable and responsible to a designated schedule
Must have reliable strong internet/WiFi
Education:
High School or equivalent.
College Degree a plus
Core Values:
Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value
Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.
Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clientsâ€.
Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.
Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.
Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.
We are creating a company culture that values co-creation, customer insight and industry-leading client experiences. Come join us!
We are a tech-enabled commercial real estate brokerage looking for an eager and excited individual to join our Data Operations team as a Data Entry Specialist. Data is the lifeblood of our business and a key factor clients need in order to make critical decisions regarding new workplaces. In this role, you will be responsible for maintaining accurate data in your designated market, emailing industry partners for information, researching listings and buildings, and ensuring data integrity. Our team is partially in office and partially remote so employees will have the option of working remotely or from our offices in San Francisco, Los Angeles, Palo Alto, and Denver. We foster a vibrant and collaborative remote culture. Wherever you are you will be in communication via Slack, and regular zoom meetings. We seek a curious, tech savvy mind with a high attention to detail and the desire to use common sense and speak up if there are issues in the dataset. If you are quick to learn new technologies, don’t mind repetitive data entry and enjoy employing creative solutions to work better, faster, and smarter this role could be right for you.
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