Job Description

The Workers' Compensation Claims Supervisor is responsible for leading a team of claims professionals to support high-quality claim handling, strong technical file management, effective customer service, and compliance with ESIS and client requirements. This role provides day-to-day leadership, coaching, technical guidance, and performance management while supporting operational effectiveness, loss cost control, and continuous improvement.

General Responsibilities

• Improve the technical quality of claim files handled by the team.
• Serve as a team facilitator by helping remove barriers and resolve issues proactively.
• Contribute as a key member of the Claims Office Workers' Compensation Management Team.
• Support team development, loss cost management, and customer service.
• Promote ESIS management principles, team-building practices, and organizational values.
• Use current claims systems and tools effectively.
• Analyze data to identify individual and team development opportunities.
• Assess knowledge and skill gaps and develop action plans for improvement.
• Support and reinforce ESIS claims strategies and values.
• Address human resources and employee relations matters appropriately.
• Demonstrate a proactive, service-oriented approach to internal and external customers.
• Apply strong technical knowledge of workers' compensation claim handling.
• Provide one-on-one coaching, counseling, and performance feedback.
• Evaluate programs, procedures, and workflows to support continuous improvement.

Specific Responsibilities

• Review and assign new claims based on customer needs, complexity, and team workload.
• Establish initial reserves and provide early claim direction to adjusters, as appropriate.
• Identify and address issues involving compensability, medical management, subrogation, and related claim factors.
• Ensure claim coding and file documentation are accurate and compliant.
• Monitor claim diaries and follow up on system-generated and file-specific deadlines.
• Review files at key checkpoints for investigation quality, medical management, subrogation opportunities, statutory compliance, reserve accuracy, and fraud indicators.
• Provide direction consistent with ESIS best practices, account requirements, and carrier expectations.
• Participate in account discussions when claim issues require escalation beyond the adjuster level.
• Review status reports and participate in file reviews as needed.
• Manage team performance, including attendance, file quality, service standards, and interpersonal effectiveness.
• Ensure reserve adequacy in accordance with ESIS and carrier requirements.
• Participate in litigation strategy discussions and support claim resolution planning.
• Review, correct, and complete internal documents related to reserves, appeals, audits, and compliance requirements.
• Participate in the management of catastrophic injury claims with account partners, nurses, adjusters, claim leadership, home office, and carriers.
• Conduct quality audits and individual file reviews.
• Provide feedback and responses to carrier, customer, and broker reviews.
• Coordinate training for the team and office on jurisdictional, medical, procedural, carrier, and account-specific requirements.
• Resolve elevated customer, claimant, broker, and carrier concerns.
• Balance caseloads across the team and office to support workload equity and service standards.
• Train new hires in all aspects of claim handling.
• Monitor and support timely and accurate claim closure.

Qualifications

• Bachelor's degree or equivalent work experience; advanced degree preferred.
• Strong technical knowledge and demonstrated proficiency in workers' compensation claims, preferably with at least 5 years of claims handling experience at ESIS or a similar organization.
• Thorough knowledge of workers' compensation products, services, coverages, and applicable legal principles.
• Knowledge of workers' compensation cost containment programs and account management practices.
• Professional insurance designations such as AIC, ARM, AICPCU, or equivalent preferred.
• Demonstrated ability to plan, organize, and apply effective business and people management practices.
• Strong communication and interpersonal skills with the ability to work effectively with employees, leadership, attorneys, producers, and clients.
• Understanding of team-building principles and the ability to apply them in daily operations.
• Ability to evaluate programs and procedures and implement improvements.
• Strong facilitation and leadership skills.
• Demonstrated analytical and evaluative thinking, with the ability to use multiple data sources to support decisions.
• Ability to build trust, maintain accountability, and support organizational strategies and values.
• Demonstrated creativity, initiative, and self-motivation in claim handling and related functions.
• Ability to manage competing priorities, service expectations, and resource allocation in a fast-paced environment.

An applicable resident or designated home state adjuster's license is required for ESIS Field Claims Adjusters. Adjusters that do not fulfill the license requirements will not meet ESIS's employment requirements for handling claims. ESIS supports independent self-study time and will allow up to 4 months to pass the adjuster licensing exam.
The pay range for the role is $86,000 to $124,000. The specific offer will depend on an applicant's skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.