Claims Support Representative

About the role

Purpose: oversee administrative processes within the Claims department, alleviate administrative responsibilities of claims staff, ensure timely response to department inquiries.

ICW Group is a 50‑year‑old insurance carrier headquartered in San Diego with regional offices nationwide, recognized as a Top 50 P&C organization for 12 consecutive years and 20 times overall, focused on people and community impact.

Responsibilities

• Provides administrative assistance to the Claims team.
• Prints benefit and claim notices and prepares for mailing.
• Follows communication guidelines when handling different topics.
• Identifies customer needs and directs calls to appropriate team members or departments.
• Answers phone calls professionally and responds to inquiries.
• Provides callers with basic claim information and payment status.
• Collects W9 forms from vendors to process payments.
• Reviews medical bills for potential new losses, required corrections, and/or assigns to existing claims.
• Pays bills as needed.
• Manages group email account and processes requests.
• Provides backup assistance to claims support teams.
• Performs responsibilities required in branch offices as needed (front desk reception, office supplies ordering, conference room booking, workstation setup for new employees, mail management, printer and Pitney Bowes mail machine maintenance).

Requirements

• High school diploma or GED required.
• Minimum 1 year of related experience and/or training; or equivalent combination of education and experience.
• No certificates, licenses, or registrations required.

Skills

• Basic working knowledge of office procedures and processes.
• Solid data entry, attention to detail, and phone skills.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to use critical thinking skills to assess incoming phone calls and requests.
• Basic Microsoft Office Suite: Outlook, Word, Excel, PowerPoint; ability to use multiple databases/programs to access information.

Physical Requirements

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

Work Environment

Position operates in an office environment with frequent use of a computer, telephone, copier, and other standard office equipment.

Benefits

• Competitive benefits package with generous medical, dental, and vision plans.
• 401K retirement plans with company match.
• Bonus potential for all positions.
• Paid Time Off.
• Paid holidays throughout the calendar year.
• Support for continued learning (100% support).

Pay

The current range for this position is $17.05 - $26.89 per hour (exclusive of fringe benefits and potential bonuses). Final base salary determined by experience, education, and location.