FLSA: Exempt, Full Time
Department: Assistance Services
Primary Worksite: 6 West Colony Place, Durham, NC
Supervisory Responsibilities: Yes, to oversee other Assistance staff
Reports to: Director, Medical and Assistance Services

JOB SUMMARY

DAN is seeking a Medical & Assistance Case Manager to join our team. The Medical & Assistance Case Manager monitors medical transfers and travel assistance cases and coordinates services and providers, including travel arrangements, physician visits, repatriations, evacuations, and ongoing hospitalized cases. In conjunction with the treating physician’s recommendations and under the direction of the DAN Assistance Services Director, the Medical & Assistance Case Manager serves in a medical advocacy role for the client. He/she directs assistance to the client within the guidelines of the DAN travel emergency assistance policy.

The Medical & Assistance Case Manager must exercise independent thinking and evaluate information critically to make appropriate decisions that may directly impact the case outcome and client satisfaction.

RESPONSIBILITIES

• Coordinate and provide safe, timely, effective, efficient, and client-centered care.
• Handle case assignments, draft service plans, review case progress, and determine case closure.
• Facilitate multiple care aspects (case coordination, information sharing, etc.); go the extra mile and interact with clients to monitor their progress and ensure satisfaction.
• Work with other DAN departments to develop and maintain a database of local providers (air ambulance, hospitals, etc.) to supplement the existing Hyperbaric Chamber and Referral Physician databases.
• Help clients make informed decisions by advocating on their DAN membership and insurance benefits.
• Develop effective working relations and cooperate with the Medical Services team throughout the case management.
• Record case information, complete accurately all necessary forms, and produce statistical reports as needed.
• Promote quality and cost-effective interventions and outcomes.
• Adhere to professional standards outlined by DAN’s protocols, rules, and regulations.

QUALIFICATIONS

• Proven working experience in case management, including expertise and knowledge in emergency/critical and acute care; aeromedical transport services, and understanding of flight physiology is a plus.
• Excellent knowledge of case management principles, healthcare management, and reimbursement.
• Critical, independent thinking where outcomes are often time-sensitive; must be self-motivated and able to work in high-pressure situations.
• Effective communication skills, verbal and written, to build and maintain internal and external relationships.
• Excellent organizational and time management skills, with the ability to multi-task, problem solve, prioritize, delegate, and meet critical deadlines.
• Compassionate, with teamwork skills.
• Typing and computer skills with proficiency in Microsoft Office software.
• Bachelor’s degree in the healthcare field or equivalent experience.

Posted May 20, 2024

FLSA: Non-Exempt, Full Time
Department: Commercial Insurance
Primary Worksite: 6 West Colony Place, Durham, NC
Supervisory Responsibilities: No
Reports to: Manager, Commercial Insurance

JOB SUMMARY

DAN is hiring a Commercial Lines Insurance Agent to join our team. The agent will develop an exemplary knowledge of the DAN programs, and assess clients’ needs for DAN’s specialized commercial insurance products–primarily professional liability and commercial general liability insurance for the scuba industry. The agent will maintain a high standard of customer service while effectively responding to questions and providing program details through phone calls and emails.

RESPONSIBILITIES

• Accurately discuss and clearly explain commercial insurance coverage and benefits to insureds.
• Full knowledge and understanding of all DAN products and services.
• Provide support for new and renewing insureds which will include processing applications, issuing documents, completing service requests, and troubleshooting customer accounts.
• Promptly responding to daily incoming calls, emails, fax, and voicemails.
• Represent the association at trade shows, conventions and symposiums as assigned.

PHYSICAL DEMANDS

This position requires constant typing/keyboarding (70-100% of time),constant sitting, (70-100% of time) and use of the telephone or headset (70-100% of time). Occasional lifting/carrying, pushing/pulling, bending/squatting, and standing/walking will be necessary.

MINIMUM QUALIFICATIONS

• Three or more years of providing customer service within a call center environment or other relevant customer service experience.
• Team player with positive attitude and excellent communication skills.

PREFERRED QUALIFICATIONS

• Licensed in the State of North Carolina as an agent for Life, Health, Property, and Casualty insurance.
• Scuba diving certification/experience.
• Post-secondary degree or vocational certificate in related field.

Posted July 15, 2024

FLSA: Exempt, Full Time
Department: Claims
Primary Worksite: 6 West Colony Place, Durham, NC
Supervisory Responsibilities: Yes, to oversee other Claims staff
Reports to: Director, Medical and Assistance Services
Salary: $70,000

JOB SUMMARY

DAN is seeking a Claims Quality Assurance & Compliance Officer to join our team. This role is responsible for developing and maintaining a Claims Quality Assurance program that complies with all applicable regulations, governing specifications, and program requirements. The Claims Quality Assurance & Compliance Officer ensures that claims processing and adjudication procedures are conducted according to commonly accepted insurance standards and consistent with DSI contractual obligations.

RESPONSIBILITIES

• Serve as designated liaison with the carrier (AIG/US Life/NUFIC/AIG Canada) for compliance and quality issues.
• Serve as designated liaison with the AGI Actuary for claims data reporting.
• Ensure that claims processing and adjudication procedures and time frames are consistent with DSI contracts, with a quarterly report on any specific shortfalls.
• Lead all primary insurance subrogation efforts, generate a quarterly report of all recoveries, and make recommendations regarding claims that require elevation to legal recourse or possible write-down.
• Identify international providers who appear to be suitable candidates for DAN’s preferred provider network, and initiate contact once approved.
• Initiate member contact when grounds exist to believe that they are holding an insurance company payment to which they are not entitled; recommend the preferred payment recovery process.
• Serve as point of contact when DAN or DSI is notified of a legal matter involving DAN members, providers, or related third parties; coordinate communication with DAN and carrier, as the situation dictates.
• Provide medical billing and insurance claims recovery assistance to international preferred providers in the Hyperbaric Partners, Ltd. Network of hyperbaric chambers.
• Perform any other related duties as directed by the manager.

MINIMUM QUALIFICATIONS

• Bachelor’s degree or 10+ years’ experience in customer service or a related field.
• Proficiency with Microsoft Office software.
• Excellent telephone etiquette and communication skills.
• Self-motivated with strong attention to detail and problem-solving skills.
• Manages timelines and milestones to meet project deadlines.

Posted May 21, 2024

FLSA: Non-Exempt; Full Time
Department: Member Services       
Primary Worksite: 6 West Colony Place, Durham, NC
Reports to: Manager, Membership & Personal Insurance

JOB SUMMARY
Our membership organization is seeking a full-time insurance agent to join our Member Services team. Reporting to the manager of membership & personal insurance, this person will play a critical role in providing access to different insurance plans to meet the individual needs of DAN members.

Working as part of a team, the agent must maintain a high standard of customer service while effectively responding to questions and providing program details through phone calls and emails. The candidate will be able to work within deadlines and have good problem-solving skills. A key attribute for this role is the ability to troubleshoot and provide support to members while providing a high level of customer service.

RESPONSIBILITIES

• Promptly respond to daily incoming calls, voicemails, mail, and email correspondence.
• Accurately and clearly explain membership and personal insurance policy benefits and retail products.
• Provide data entry support for DAN Member Services, including entry of new and renewing membership information, processing of online applications and product orders, and problem-solving/troubleshooting data entry processing.
• Enroll and/or renew members, complete product orders, track member orders, and update member records.
• Act as a liaison between the organization, its members, and the general public in support of the organization’s mission and goals.
• Provide data for internal reports.
• Represent the organization at trade shows, conventions, and symposiums as assigned.
• Perform other duties as assigned.
  

QUALIFICATIONS

• Three or more years of providing customer service in a call center environment or other relevant customer service experience.
• Good business writing skills.
• Proficiency with Microsoft Office products.
• Strong team player.

PREFERRED QUALIFICATIONS

• Licensed in the state of North Carolina as an agent for life, health, property, and casualty insurance; equivalent combination of relevant education and experience will also be considered.
• Scuba diving certification/experience.
• Post-secondary degree or vocational certificate in related field.
• Fluent Spanish or French speaking ability.

Posted January 12, 2022