MetLife

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The LTC Care Coordinator is responsible for managing initial long term care benefit eligibility determinations through comprehensive case review, detailed analysis of medical and policy information, and timely, accurate claims decision-making. This role supports MetLife's commitment to helping customers navigate life's changing needs by ensuring fair, balanced, and compliant eligibility reviews for policyholders across the world. The position plays a critical role in delivering a positive customer experience through effective communication, thorough documentation, and informed decision-making while partnering with medical, legal, and customer resources as needed. This is an exciting opportunity to leverage critical thinking, investigative skills, and compassionate customer engagement to make meaningful decisions that directly impact customers and their families during important life events.

Key Responsibilities:

·         Manages assigned caseload of initial eligibility files with limited supervision.

·         Utilizes critical thinking and independent judgment and analysis to provide timely, balanced, and accurate claims decisions in a time sensitive, compliance driven and fast paced environment.

·         Compiles file documentation requiring extensive policy and factual detail.

·         Identifies information and resources needed to make initial benefit eligibility determinations, to include review of detailed medical information and other documentation necessary for rendering initial eligibility decision.

·         Communicates decisions to policyholders and or their representatives in both verbal and written form.

·         Composes highly detailed letters to policyholders and or their representatives outlining status of review and basis of determination. 

·         Clarifies and reconciles inconsistencies.

·         Conducts in depth detailed information-gathering phone calls that obtain medical condition details and other information.

·         Engages with various medical and legal resources in situations where warranted.

·         Represents MetLife at deposition and trial due to first party litigation environment.

Required

·         Must live commutable distance to Tampa Florida Office

·         training class starts on 9/28/26

·         Strong communication skills, both written and oral

·         Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning

·         Experience using MS office products

·         Strong organizational skills.

·         High School Diploma/GED and 3-5 years related experience

Preferred

·         Bachelor’s Degree 

The expected salary range for this position is $50,000 - $57,500. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.