The Senior Vice President/Medical Director is responsible for the design and development of the Company’s long-term care underwriting criteria and protocols. He is supported by a second Medical Director, an RN clinical quality and standards team, RN underwriters with extensive experience in long-term care, acute care or home care, or experience underwriting long-term care prior to joining LTCG. Together, they are responsible to maximize the approval rate while protecting the risk pool against adverse selection for each client individually.

The Customer Service team at Long Term Care Group provides call center assistance by answering incoming client calls. The goal of Customer Service is to provide our clients with the highest level of quality at a reasonable price. Customer Service does this by relying on a dedicated training team to educate and train our staff in Long Term Care and client specific products. In addition, a Quality Assurance call monitoring team provides real-time coaching and feedback to the Customer Service Representatives. Training and Quality Assurance combined with a state of the art phone system allows us to consistently provide superior service to our callers.

Long Term Care Group’s Policy Owner Service (POS) department provides full policy administration once a policy has been issued and becomes active.  POS utilizes state of the art proprietary software systems called Long Term Care Administration System (LTCAS) and Financial Management System (FMS) to administer everything from coverage changes to billing and collections.  The Financial Management System automates everything from invoicing, reconciliation of payments and generating collections notices by using scheduled process functionality and strict protocols. These protocols are completely customizable to carrier specifications.  This automation increases efficiencies and ensures the highest degree of accuracy possible. These systems allow POS to provide a high quality policy administration experience in an efficient manner to all insured’s.

The Commissions department provides commission-processing services to LTCG’s customers. Commissions are processed according to each customer’s specifications, and can include the calculation of commissions based on agent, rate, location, and member demographics; processing and disbursement of commission payments; and customer-specified commission reporting, and account management services.

Our Claims staff is dedicated to ensuring the services arranged for the claimant and their family are handled correctly under their long-term care plan. By working directly with our Care Management team, we provide quality Claims service that is tailored to each claimant’s specific needs. Through our toll free number our customers have the ability to ask questions and learn about the Claims process. We understand how difficult and time consuming it can be to file a claim, therefore our goal is to make the claims process as straightforward and efficient as possible.

Our Care Management team is staffed with registered nurses and licensed social workers who are dedicated to identifying and arranging appropriate long-term care options for the claimant. Our Care Managers have hands-on experience dealing with the distinctive needs of claimants requiring long-term care and are uniquely qualified to assist the claimant and their families through the process of assessing services, as well as understanding and maximizing the benefits available under their long-term care plans.

LTCG’s Client Treasury and Accounting department oversees the banking relationships related to group and individual programs.  Client Treasury and Accounting works with our clients to establish lockbox accounts, electronic funds transfer protocols, and disbursement accounts.  Clients also receive a monthly reporting package to assist them in monitoring their programs, and certain general ledger accounting services and reconciliations are provided to assist the client’s accounting department.

The principals at LTCG have been developing long-term care products for over 20 years, pioneering in many now commonplace aspects of policy design such as the use of Activities of Daily Living and Cognitive Loss as benefit triggers, the “pool of dollars” benefit design, and the use of independent providers.  Our product development team possess many years of experience and continue to play a leading role in both policy and product design in the long-term care industry.  Our product development capabilities include benefit design, creation of all forms, and pricing strategies.  We also offer marketing support and market research services, including materials development, focus group studies, surveys and statistical analysis, as well as assistance in distribution strategy, agent or customer service training and the like.

LTCG has a full-service actuarial department with experience in pricing and analyzing long-term care insurance products.  The actuaries provide product development, pricing, financial projection, valuation and experience-analysis services to our clients.