Bilingual Nurse Case Manager supporting Canadian patients with therapy access, adherence, and case management. Coordinating providers, pharmacies, clinics, and funding through Innomar Strategies.
About the role
- Bilingual Case Manager processing Foresters Financial life insurance applications end-to-end. Supporting producers and customers in English and Spanish while coordinating underwriting, documentation, and policy changes.
Responsibilities
- Process all new business applications end-to-end to support producers
- Answer inbound customer service calls in Spanish and English regarding Foresters Financial new business activities
- Determine caller needs and provide timely support and one-call resolution
- Manage cases seamlessly for producers and maintain positive customer relationships, including escalations
- Review new business applications and initial premium payment arrangements for completeness and accuracy
- Gather, process, and enter information for underwriting decisions
- Coordinate certificate issuance and delivery requirements
- Manage producer expectations through phone, email, and portal communications
- Coordinate navigation through new business workflow processes
- Manage assigned applications and certificates from application setup through settling
- Review documentation and requirements, and follow up on missing or incomplete information
- Investigate, process, and track delivery requirements
- Process policy changes, including cancellations, replacements, reissues, and 90-day changes
- Archive electronic documents, including case-specific internal and external customer emails
- Recommend and support process improvements and efficiencies
Requirements
- College diploma or related work experience
- 3-5 years working in customer service
- Ability to collaborate with internal and external customers to find the best solution possible
- Positive, enthusiastic, and team-oriented mindset
- Ability to organize and prioritize daily responsibilities and meet tight deadlines in a fast-paced team environment
- Excellent attention to detail and analytical skills
- Results-oriented and motivated to meet daily production targets
- Demonstrated professional and customer service-focused demeanor
- Experience servicing US life insurance applications
- Industry education such as LOMA or NAILBA certification preferred
- Sound knowledge and expertise in the aligned departmental role
- Strong understanding of Life Insurance products, services, systems, and regulatory requirements
- Strong analytical and problem-solving skills
- Ability to independently resolve customer/producer escalations, including root cause analysis, remediation, mitigation activities, and solutions
- Consistent achievement of high key performance indicators
- Ability to build rapport and collaborate effectively with customers and internal stakeholders
- Knowledge of current guidelines and processes, and ability to provide product and process education
- Strong attention to detail and ability to balance short- and long-term impacts of decisions and priorities
- Ability to provide constructive feedback on continuous or process improvements and update documentation
- Flexibility to changing priorities, work demands, and various work schedules
- Ability to multitask and strong time management abilities
- Proficient in English and Spanish, particularly through phone and email interactions
- Ability to work rotating shifts within defined operating hours, including US/Canadian statutory holidays as required
Benefits
- Discretionary variable incentive plan for eligible employees, subject to individual and company performance
- Accessible candidate experience and recruitment accommodations
- Equal opportunity, inclusion, diversity, and equity commitment
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