Claims Operations Supervisor

Claims Operations Supervisor

Requirements

• High school diploma required
• Associate degree preferred
• A minimum of 5 years of related experience is required, including at least 2 years of team management experience
• Excellent communication skills in both written and verbal form is required
• Must be able to work with accuracy and speed with a variety of internal and external contacts
• Must be self-motivated as this is a work-from-home position
• Location within the Pacific Time Zone is required

Responsibilities

• Remotely manages the daily activities, procedures, and financial transactions of the California claim operations team
• Assigns, coordinates, and reviews the work activities of associates
• Monitors and controls team quality, productivity and workflow using management controls and reports
• Makes recommendations to senior leadership based on observations
• Enforces policies and procedures to ensure the team successfully supports all internal and external business partners
• Conducts audits and assesses associate work product as appropriate
• Proactively and consistently provides team status reports to senior leadership
• Effectively onboards new team members; collaborates closely with associates to ensure success
• Ensures employees have adequate training and are utilizing the most current department policies and procedures
• Builds high-level system knowledge to instruct associates on processing workflows and automated systems to include Microsoft Office, ClaimConnect, ClaimCenter, OpsNow, Maven, DocEx, Cognos, and others as necessary
• Facilitates implementation of company programs and procedures related to claim operations, encouraging and motivating through change management processes
• Ensures the team meets performance targets; identifies lower performing associates and offers additional support or training
• Manages associate work schedules to ensure business continuity and team coverage
• Meets regularly with team members to discuss results, challenges, opportunities for improvement, productivity, and to obtain general feedback
• Monitors shared mailboxes for volume, productivity, completion, and accuracy
• Evaluates direct reports regarding talent selection, development, and performance management
• Reviews and analyzes reports for productivity and capacity results; identifies actionable systemic issues or trends; amends data as needed
• Projects positive image of the organization to team members, as well as internal and external business partners
• Demonstrates an elevated level of emotional intelligence and superior diplomacy skills; interacts positively and effectively with business partners to share or convey information in response to issues, inquiries, and escalations
• Escalates issues to senior leadership as needed
• Demonstrates excellent verbal and written communication skills
• Communicates and explains new policies, procedures, or directives to associates; providing 1:1 training as needed
• Conducts timely, constructive performance evaluations. Ensures that the team meets performance targets
• Ensures the team complies with company and regulatory guidelines
• Self-motivated; under limited supervision works proficiently, productively, and remains timely
• Maintains a professional demeanor in all situations
• Performs other duties as assigned
• May lead special projects

Preferred Qualifications

• Workers’ compensation claims operations experience is preferred