Key Responsibilities
- Team Leadership and Development
- Lead, coach, and mentor a team of claims specialists to meet performance metrics and service level agreements (SLAs).
- Monitor team productivity, identify gaps, and implement improvement plans to boost efficiency and quality.
- Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to ensure continuous growth and development.
- Claims Operations Oversight
- Supervise the processing of short-term and long-term disability claims, ensuring accuracy, compliance, and timely resolution.
- Manage escalations for complex claims, providing solutions while maintaining a client-centric approach.
- Analyze claims data and generate reports to track team performance and identify trends.
- Client Engagement and Relationship Management
- Serve as the primary point of contact for clients, ensuring alignment with their expectations and addressing concerns promptly.
- Participate in client calls and business reviews to provide insights into performance metrics and discuss operational strategies.
- Compliance and Quality Assurance
- Ensure all claims are processed according to company policies, client guidelines, and relevant regulatory standards.
- Conduct audits and quality checks to maintain the highest level of service and minimize errors or risks.
- Continuous Improvement and Innovation
- Identify areas for process optimization and collaborate with stakeholders to implement best practices.
- Stay updated on industry trends, tools, and technologies to enhance claims operations.
