Claim Operations Supervisor-Workers Compensation

Responsibilities

• Manages the daily activities, procedures, and financial transactions of the Claim Operations Team.
• Assigns, coordinates, and reviews the work activities of associates.
• Affirms and controls team quality, productivity and workflow using management controls and reports.
• Makes recommendations to senior leadership based on observations.
• Enforces policies and procedures to ensure the team successfully supports all internal and external business partners.
• Counsels and assesses associate work product as appropriate.
• Maintains shared mailboxes for volume, productivity, completion, and accuracy.
• Arranges associate work schedules to ensure business continuity and team coverage.
• Evaluates direct reports regarding talent selection, development, and performance management.
• Ensures the team meets performance targets; identifies lower performing associates and offers additional support or training.
• Meets regularly with team members to discuss results, challenges, opportunities for improvement, productivity, and to obtain general feedback; provides 1:1 training as needed.
• Effectively onboards new team members; collaborates closely with associates to ensure success.
• Proactively and consistently provides team status reports to senior leadership.
• Fosters high-level system knowledge to instruct associates on processing workflows and automated systems to include Microsoft Office, ClaimConnect, ClaimCenter, OpsNow, DocEx, Cognos, and others, as necessary.
• Facilitates implementation of company programs and procedures related to claim operations, encouraging and motivating through change management processes.
• Demonstrates an elevated level of emotional intelligence and superior diplomacy skills; interacts positively and effectively with business partners to share or convey information in response to issues, inquiries, and escalations.

Qualifications

• A high school diploma is required.
• An associate degree is preferred.
• A minimum of 5 years of workers’ compensation operations or claims experience is required, including at least 2 years of team management experience.
• Knowledge of or experience completing mandatory forms is preferred.
• Must reside within the Central or Eastern time zone.
• Excellent communication skills in both written and verbal form are required.
• Must be able to work with a variety of internal and external contacts with accuracy and speed.
• Must be self-motivated as this is a work-from-home position.