Customer Support Analyst

About this role

John Hancock's Long-Term Care business is focused on helping our customers age on their own terms and live as independently as possible.  Please come join the John Hancock LTC Provider Network team who is focused on providing access to high-quality and affordable long-term care providers to our customers when they need it and helping support the LTC Health and Prevention team enable our customers to age in place.

This role helps our customers be connected to providers and wellness partners, who offer help finding our customers care and services, such as meal services, transportation services, etc. to help our customers manage care.

Position Summary: • Plays a key role in connecting customers to providers and wellness partners, who offer help finding care through providers and auxiliary services such as meal services, transportation services, pest control, as well as helping customers manage care. This will result in increased adoption and engagement for both the Provider Network and Health and Prevention partner utilization.

• Key role in assisting both the customer and the provider to help providers onboard and activate participating in the network as well as help customers engage in partner offerings from initial utilization to ongoing support.

• Serves as a primary point of contact for provider partners and insureds requiring a strong customer service mindset and the ability to effectively manage both inbound and outbound interactions.

• Maintain a thorough understanding of Health & Prevention and Provider Network initiatives, serving as an SME to other members of the contact center and operations.

                                                                                                                                                             Position Responsibilities: • Serve as a frontline support resource, handling incoming calls approximately 70% of the time from provider partners, insureds, and internal stakeholders • Understands customers Long-Term Care Needs to appropriately direct customers to optimal partners and resources

• Support both Provider Network and Health & Prevention efforts by ensuring quality Provider Network and Care Concierge connections based on established criteria

• Provide end-to-end claim support to insureds utilizing a preferred provider

• Work directly with provider partners to support provider network utilization and claim assistance, driving increased initial and ongoing customer engagement

• Assist participating provider partners with network onboarding and ongoing use of provider support tools including the provider portal, driving increased provider participation within the network

• Conduct outbound calls to address missed opportunities, follow up on leads, and facilitate lead creation

• Serve as a back‑office support resource, dedicating approximately 30% of time to off‑phone activities , including reporting, re‑indexing, and other operational tasks to support claim accuracy, validate discounted rates are accurately applied, and smooth conversion; time allocation may fluctuate based on business needs.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Required Qualifications: • Minimum of 2 years of experience as a Long-Term Care (LTC) claims professional

• Strong understanding of LTC claims processes and customer support best practices

• Experience handling high inbound call volume in a service-oriented environment

• Excellent verbal and written communication skills

• Strong relationship management skills and ability to collaborate effectively across multiple functions and with multiple partners

Preferred Qualifications:  • Strong customer-first mindset with a professional and empathetic approach

• Flexibility and adaptability within a developing program environment

• Effective problem-solving and critical-thinking skills

• High attention to detail with strong organizational skills

• Proactive and self‑directed, with the ability to instinctively identify and execute appropriate next actions

• Ability to work independently in a remote, home-based setting

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.

The role being advertised is an existing vacancy.

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 st

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