PURPOSE OF THE JOB

The purpose of this job is to supervise and provide guidance to the Claims Support staff and to assist in escalated Claims matters. This position exists to ensure that Company objectives and standards are met within the Claims Support team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manages a claims support unit in the performance of their daily activities for the Claims Department.

• Evaluates staff assignments for accuracy, quality and completeness ensuring deliverables are within the established processes and schedules.
• Conducts audits, establishes and executes controls to assure quality of work meets or exceeds expectations.
• Appraises and analyzes processes, procedures, and workflows to identify opportunities for process improvements and efficiency.

Directs claim support unit projects and provides reporting.

• Creates workflows and accountabilities specific to the needs of the Claims product.
• Generates various analytical reports to demonstrate status of projects and/or assignments to senior management.
• Communicates with insureds and agents with case updates when necessary.

Develops and leads a team of claims support staff to collaborate in the processing of claims promptly, professionally, and economically.

• Communicates Mission, Values, and other organization operating principles to staff.
• Establishes and maintains the overall work cadence and ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire team is engaged and that leadership practices in the department encourage development, recognition, and retention.
• Establishes hiring criteria, on-boarding, and training requirements for incoming staff.
• Oversees the performance management and development process for the department and performs performance management duties, development planning and coaching for direct reports.
• Ensures adherence to all Company policies and procedures and compliance responsibilities.
• Partners with internal stakeholders in preparation and delivery of Workers' Compensation education and training programs.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees within the Claims Support team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED), required. Bachelor's degree from four-year college or university in Business Administration, Management, or related field preferred. Minimum 1 - 3 years of related experience in a claims support role required.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

KNOWLEDGE AND SKILLS

Strong understanding of insurance claims principles and practices with direct experience in a support role. Ability to plan, organize, delegate, and develop corporate human resources capital. Excellent verbal communication, time management, and organizational skills. Must be detail oriented and have a sense of urgency for execution. Excellent phone skills. Strong computer typing skills and data entry experience. Attention to detail. Ability to multi-task. Strong prioritization skills. Prior supervisory experience preferred. Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization. Ability to add, subtract, multiply, and divide using whole numbers, common fractions and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to apply common sense understanding to resolve issues and problems that arise. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL REQUIREMENTS

Office environment - no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

We are currently not offering employment sponsorship for this opportunity

#LI-ET1 #LI-Hybrid

The current range for this position is
$68,481.25 - $115,489.01
This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?

• Challenging work and the ability to make a difference
• You will have a voice and feel a sense of belonging

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match

• Bonus potential for all positions

• Paid Time Off

• Paid holidays throughout the calendar year

• Want to continue learning? We'll support you 100%

Job Category
Claims