Client Outcomes Specialist - Eastern Alliance (multiple openings)

About the role

This position supports our workers' compensation line of business, Eastern Alliance. We have multiple positions available, and Lancaster PA, Carmel IN and Charlotte NC are preferred locations at this time. The primary responsibility of the Client Outcomes Specialist I is to serve as the internal champion of the Eastern Way, Client Services, and Return to Wellness (RTW), and to maximize the favorable outcomes and financial benefits of these philosophies and protocols for the Company, its team members, agents, policyholders, and injured workers. Partnering with the Regional service teams, this position will ensure that the Eastern Way, Client Services, and RTW are effectively and consistently executed across the Company.

Responsibilities

• 70% - Execute Client Services protocols for accounts under $100k in premium:
  • Support the consistent execution of Eastern's Service Cycle, including: Send out welcome emails to new insureds under $100k. Include link for onboarding experience and their contact information for questions.
  • Serve as a point of contact for general questions and assist with getting them the answers or direct to who they need to speak with.
  • Provide ideas and feedback regarding needs to develop and refresh materials, work with Marketing to execute.
  • Respond to incoming telephone calls, emails, and online inquiries from policyholders and agents.
  • Assist customers with registration, navigation, and troubleshooting of online service portals.
  • Provide general information regarding policy coverage, billing, payment options, audits, and claims processes.
  • Route complex issues to Claims, Underwriting, Billing, Audit, or IT departments as appropriate.
  • Assist teams in analyzing account trends throughout policy term and planning appropriate action steps to address/communicate.
  • Work with Manager and Senior Client Outcomes Specialist to become a point of contact for any special reports to assist with trending discussions.
  • Assist with claim system and/or website training for customers and agents.
  • Establish and maintain department codes for accounts.
  • Work with the Claim Support team to update claims.
  • Assist with roll-out of new client facing tools and material.
  • Work with the policy support team to create account specific panels and serve as the contact for needs, internally and externally.
  • Identify opportunities to improve customer service processes and self-service adoption.
  • Maintain accurate documentation of customer interactions and resolutions.
  • Attend Service Strategy Sessions to provide feedback and determine future service needs as a learning opportunity with the Senior Level Client Outcomes Specialist.
• 20% - Execute RTW protocols:
  • Serve as a resource on RTW by supporting the consistent execution of RTW in the following ways: Work directly with Manager and Senior Client Outcomes Specialists on an as-needed basis to facilitate resolution of RTW issues.
  • Track and report on RTW initiatives, results, and financial outcomes.
• 5% - Work with Manager and Senior Client Outcomes Specialists to facilitate team collaboration and communication:
  • Assist with problem/complaint resolution when necessary.
  • Communicate successes and accomplishments internally and externally.
  • Manage SharePoint utilization and maximization.
• 5% - Interact with agency partners (e.g. attend agency visits and events, etc.) and collaborate regularly with Marketing team.

Requirements

• Bachelor's degree is required.
• A minimum of two years of experience in workers' compensation insurance in any capacity.
• Excellent written and verbal communication skills with proven ability to coach, lead, influence, and motivate others is required.
• Excellent time management skills.
• Strong analytical ability, in order to gather data and summarize for reports; find solutions to problems and prioritize work.
• The ability to drive financial results on Client Services and Return to Wellness initiatives.
• Ability to lead and instill confidence in others through professional credibility with all levels of the organization as well as with outside customers and agents.
• Knowledgeable in various software packages, including Microsoft Office products, such as Word, Excel, PowerPoint, Outlook.

Pay

Position Salary Range $50,069.00 - $82,622.00. The salary range displayed represents the entirety of the pay grade for this position. Most candidates will start in the bottom half of the range. Factors that may be used to determine your actual salary include your specific skills, how many years of experience you have, your location and comparison to other team members already in this role.

Benefits

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