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, with preferred locations in Lancaster PA, Carmel IN, and Charlotte NC.

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 sending welcome emails to new insureds under $100k with onboarding links and contact information.
  • Serve as a point of contact for general questions and assist with directing inquiries to the appropriate team.
  • Provide ideas and feedback to develop and refresh materials, collaborating with Marketing for execution.
  • 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.
  • Analyze account trends throughout the policy term and plan action steps to address or communicate findings.
  • Assist with special reports to support 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 the roll-out of new client-facing tools and materials.
  • 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.
• 20% - Execute RTW (Return to Wellness) protocols:
  • Serve as a resource on RTW by supporting its consistent execution.
  • Work directly with Manager and Senior Client Outcomes Specialists to facilitate resolution of RTW issues.
  • Track and report on RTW initiatives, results, and financial outcomes.
• 5% - Facilitate team collaboration and communication:
  • Assist with problem and complaint resolution as necessary.
  • Communicate successes and accomplishments internally and externally.
  • Manage SharePoint utilization and maximization.
• 5% - Interact with agency partners and collaborate with the Marketing team:
  • Attend agency visits and events.

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.
• Excellent time management skills.
• Strong analytical ability to gather data, summarize reports, find solutions to problems, and prioritize work.
• 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 outside customers and agents.
• Proficiency in Microsoft Office products, such as Word, Excel, PowerPoint, and Outlook.

Benefits

Build your career with us and enjoy access to a best-in-class benefits program.

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, years of experience, location, and comparison to other team members already in this role.

Assessment Process

We partner with The Predictive Index (PI) to help hire the best talent by providing additional insight about work style. The position requires completion of two assessments prior to being scheduled for an interview with a hiring manager:

• Behavioral Assessment (less than 12 minutes to complete).
• Cognitive Assessment (less than 12 minutes to complete).

After submitting your application, you will receive two emails from The Predictive Index inviting you to complete these assessments. If you have already completed these assessments for a previous application with us, we may have results on file.