Claim Support Specialist

About the role

Works as part of the Claims Support Admin team to provide excellent customer service to all internal and external customers, including members, agents, and claim staff with vendor-enhanced claim functions. Responsible for collecting and monitoring claim data and preparing reports related to claim operations.

Responsibilities

• Provide telephone assistance for all incoming calls to the Claim Department, which includes general inquiries regarding PIP and Subrogation, and screening telephone calls for Claim Directors.
• Able to handle difficult customers and/or situations.
• Assist with Subrogation recovery check distribution.
• Assist with entering and processing recovery and salvage checks.
• Serve as a contact person for Glass Processing Unit - work with glass processing vendor; review daily glass-only loss reports; issue payments as needed; assist glass shops via telephone.
• Serve as contact person for the Assigned Claim Bureau; receive assignments, set up assignments on the system, monitor claims via diary, and submit billings for reimbursement of paid medical and service fees.
• Serve as contact for Kentucky Arbitration Association; receive and set up assignments.
• Absorb and present salvage items for bid on the KFB Intranet website, receive all salvage bid e-mails, monitor for winning bidder, communicate winning bids to the appropriate parties, receive salvage proceeds, and enter recovery in the Claim System.
• Serve as authorized contact person for ISO ClaimSearch; process Access Authorization Form to add/delete claim staff as necessary.
• Serve as contact person for Adjuster Licensing; work with the Office of Insurance; process applications for apprentice and adjuster licensing, and obtain surety bonds from the Agency.
• Review unidentified mail in the Claim Center by researching any unmatched mail or documents and indexing them to the correct claim file.
• Record and process CAT pay requests for claims personnel.
• Absorb and correct errors through the claim system from the daily claims cycle.
• Absorb and assist with inquiries from the District Claim Offices.
• Absorb and assist with the Administrator for OrderPoint police reports.
• Perform various record-keeping functions for claims; prepare spreadsheets and compile statistical reports as necessary.
• Serve as contact person for After Hours Claims Hotline - Lynx Services.
• Process invoices for independent adjusters, hotel invoices for directors, adjusters, employees, etc. Set up direct bill accounts when necessary.
• Process IRS Notice of Levies for claim payees.
• Serve as the contact person for Office of Insurance Complaints received from Compliance.
• Provide administrative support to Claims Directors, including scheduling of agency visits.
• Pay attorney bills for Claims Directors, Claims, Litigation, and Legal.
• Perform Claim function and activities assigned on a timely basis with an emphasis on service to members, agencies, and field claim staff who service those members.
• Represent the Claim Department positively and professionally.
• Maintain good relations with all stakeholders.

Qualifications

• High school diploma required; Associate degree preferred.
• Required to obtain an Adjuster License within one year of hire date.
• Demonstrated proficiency with Microsoft Office products (Excel, PowerPoint, and Word) and claims-related software programs.
• Good time management skills to handle multiple tasks while maintaining a positive customer focus.
• Demonstrates a positive, supportive attitude regarding company and departmental goals.
• Previous experience in a claims or insurance office desirable.
• Good typing, proofreading, and math skills.
• Knowledge of claims handling procedures and insurance contracts.
• Ability to communicate with a high level of skill both orally and in writing.
• Must possess good organizational skills with the ability to make timely decisions.
• Excellent Human Relations Skills And Self-motivation Required.
• Ability to act confidentially.