The Hartford Nurse Telephone Intake in RANCHO CORDOVA, California

Title: Nurse Telephone IntakeLocation: United States-California-Rancho CordovaJob Number: 1800828

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 Qualifications: The role requires a licensed or certified professional clinician with broad spectrum of knowledge about anatomy & physiology and at least 6 months of experience in working with adults in a clinical setting.

RN/LPN with active license 

Clinical Case Management experience preferred  

Minimum of 6 months of practicing clinical experience  

Excellent communication skills  

Excellent keyboard/automation skills 

Must be willing to work 9:30-6:00  

Training scheduled to start April 30th 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 is not a remote position

This position can be located in any of the following office locations: Bloomington, MN; Rancho Cordova, CA; Lake Mary, FL


Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or ExpressionJob: Service ClaimsPrimary LocationUnited States-California-Rancho CordovaOther LocationsScheduleFull-timeJob LevelIndividual ContributorEducation LevelHigh School Diploma/GED (±11 years)Job TypeStandardShiftDay JobEmployee StatusRegularOvertime StatusNon-exemptTravelNoPostingMar 14, 2018, 11:24:54 AMRemote Worker OptionNoThe 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.