The Hartford Nurse Telephone Intake in BLOOMINGTON, Minnesota

Title: Nurse Telephone Intake

Location: United States-Minnesota-Bloomington

Job Number: 1800486

Nurse Telephone Intake is responsible for gathering, receiving and documenting necessary information from a claimant or claimant representative in a contact center environment. Utilizes clinical knowledge to begin claim evaluation and pursue additional clarifying & pertinent information that will provide insight into the claimant's clinical status and their ability to perform job duties. Communicates effectively (oral & written) to provide exceptional customer service.


  • Gathers, receives and documents necessary information from claimants and or representatives to initiate and begin evaluation of disability claim

  • Refers to case templates to identify any account specific instructions that require customized communications to claimant at Intake

  • Provides caller with explanation of Intake & subsequent claims process

  • Customize claimant interview to obtain medical information specific to functional limitations and work requirements in order to determine if limitations are reasonable and medically supported

  • Determine medical complexity and appropriate duration assignment and/or a medical milestone for those claims assigned a duration/ milestone

  • Discuss & assess job modification and RTW expectations as appropriate to the claim

  • Provides responsive, knowledgeable, empathetic, and courteous service in all customer interactions, both internal and external

  • Maintains acceptable level of claim/call quality per formal quality review guidelines

  • Demonstrates effective & professional oral communication skills (responsive, knowledgeable, empathetic, and courteous communication)

  • Accurately enters employee / employer / physician intake information into Clinical Intake DCS screens and document any relevant information in DCS comments

  • Clearly & concisely documents clinical impression to enable Claims Ability Analyst to make an appropriate claims decision based on EEs condition & functionality


The role requires a licensed or certified professional clinician with broad spectrum of knowledge about anatomy & physiology and at least 2 years of experience in working with adults in a clinical setting.

  • RN/LPN with active license

  • Clinical Case Management experience preferred

  • Minimum of 2 years clinical experience

  • Excellent communication skills

  • Excellent keyboard/automation skills

  • Must be willing to work 9:30-6:00

Training scheduled to start March 26th and will be held for a minimum of 4 weeks. *Regular hours after will be 9:30 am – 6pm in perspective time zone. Following training, a mentor will be provided to assist with continued development.

Behaviors at the Hartford

  • Deliver Outcomes – Demonstrate a bias for speed and execution that serves our shareholders and customers

  • Operate as a Team Player – Work together to drive solutions for the good of The Hartford

  • Build Strong Partnerships – Demonstrate integrity and build trust with others

  • Strive for Excellence – Motivate yourself and others to achieve high standards and continuously improve


This position can be located in any of the following office locations: Bloomington, MN;

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression

Job: Service Claims

Primary LocationUnited States-Minnesota-Bloomington

Other Locations


Job LevelIndividual Contributor

Education LevelHigh School Diploma/GED (±11 years)

Job TypeStandard

ShiftDay Job

Employee StatusRegular

Overtime StatusNon-exempt


PostingMar 13, 2018, 11:14:51 AM

Remote Worker OptionNo

The Hartford is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. The Hartford maintains a drug-free workplace and is committed to building inclusion and leveraging diversity.