Team Leader, Absence Claims Management

About the role

The Team Leader, Absence Claims Management is responsible for leading a team of Absence Management Case Managers to get results within their team and the organization. The Team Leader will serve as a primary resource and provide direction to team members by setting objectives, communicating progress, and holding the staff accountable for adhering to all quality assurance, turnaround time, operational efficiency, and best practice standards.

Responsibilities

• Partner with leadership to develop and communicate objectives and performance goals for the team.
• Manage direct reports’ performance by coordinating with HR to implement coaching plans and performance improvement plans.
• Develop employee goals to promote career growth that enhance level of knowledge for future opportunities.
• Collaborate with internal business partners including Short Term Disability, Long Term Disability, Service, Sales and Account Management, Group Quality Management, and other areas within the Company.
• Create regular action plans based on results from employee engagement surveys – the Team Leader owns and acts on engagement survey results.
• Review and analyze daily, weekly, and monthly reports on team productivity.
• Own relationship with client and get involved, when necessary, in meetings, phone calls, and closing the loop on service issues.
• Prioritize the customer/client experience in day-to-day interactions and processes.
• Identify Continuous Improvement opportunities by reviewing process and eliminating unnecessary steps.
• Empower staff to submit process improvement ideas to revise workflows and procedures.
• Support claims initiatives by encouraging/providing relevant feedback and acting as a change leader for project rollouts.
• Schedule and facilitate team meetings and individual touchpoints.
• Mentor, coach, supervise and develop talent of direct reports by acting as a partner in recommending and coordinating training resources, tools, and plans for individuals to achieve personal and departmental goals and objectives.
• Review claim staff QA/CMA assessments for training or enhancement opportunities.
• Use data and analytics to improve or change business process/procedures and team outcomes.

Requirements

Bachelor’s degree in related field and/or equivalent relevant disability work experience; integrated absence management preferred. 5+ years of disability claims experience. 3+ years of demonstrated leadership experience. Extensive knowledge of disability products, business rules and procedures. Familiarity with mandated state and federal regulations. Professional oral, written and presentation skills. Proven organizational and time management skills. Excellent math aptitude and analytical skills. Strong PC skills, including Microsoft Office applications.

Qualifications

Leadership Behaviors: Team Leadership – Hire, develop and retain top talent. Recognize and reward team members. Model leadership behavior and act as a servant leader to ensure team success. Communicate effectively with team, champion, and challenge changes with positivity. Own messaging and decision making. Lead team through ambiguity. Problem Solving – Be creative and take calculated risks to achieve goals and deliverables. Make mistakes and learn quickly from them, model this behavior for your team. Customer/Client Focused – Act with urgency and ownership to resolve customer issues. Proactively identify and resolve issues when possible. Work to ensure self and team prioritize the customer experience. Results Focused – drive team to achieve results, focusing on desired outcomes. Action plan for team management despite operational challenges.

Skills

None listed in the provided text.

Benefits

Not specified in the provided text.

Pay

$58,620.00 - $96,300.00

Schedule

Flexible remote position. Minimal travel expected into one of our office locations for leadership meetings or training.