Job Description
Primary Responsibilities:
- Supervise and support the day-to-day work of Claims Administrators and File Reviewers, providing direction and guidance as needed.
- Assign, monitor, and adjust workloads to ensure work is completed accurately, on time, and in accordance with service standards.
- Review completed work to ensure compliance with company policies, quality guidelines, and client requirements.
- Serve as the first point of contact for day-to-day team questions, address routine operational issues, and escalate significant concerns to the Team Manager.
- Support the onboarding and training of new team members to ensure they understand claims procedures, client communication expectations, and service level requirements.
- Assist the Team Manager with vendor communication and performance monitoring, including reviewing daily inbound and outbound calls and emails to ensure service standards are met.
- Identify opportunities to improve processes, work quality, efficiency, and customer experience, and recommend solutions as appropriate.
- Promote a positive and collaborative team environment.
- Provide the Team Manager with feedback on team member performance, training needs, and development opportunities to support their growth.
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Qualifications:
- Bachelor’s degree or equivalent experience preferred.
- 2–4 years of experience in claims, operations, vendor management or quality assurance.
- Working knowledge of claim settlement practices as prescribed within the states that the team lead supervises.
- Excellent customer service focus and customer relations skills.
- Strong attention to detail, organizational, and time management skills.
- Ability to coach and mentor team members to improve performance and grow professionally.
- Demonstrated technical claims expertise, including complex claims handling procedures and proficiency in client-specific software applications, with the ability to effectively train and support team members in their use
- Effective communication and problem-solving skills.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and ability to learn claims/operational systems including Xactimate and XactContents.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service focus and customer relations skills with the understanding our customers include not only our clients but also our site managers, trainers and adjusters.