Customer Service Claims Supervisor, Minneapolis, MN

 

 

CLAIM YOUR FUTURE AS A GREAT PERFORMER!

 

Continuing double-digit revenue growth rates and progressive employment practices make Sedgwick Claims Management Services the place where great people can do great things for clients while maximizing their career possibilities.  We have earned a reputation for innovation, quality, sustained growth, financial stability and a colleague-friendly work environment.  We are proud to have been recently voted the Best TPA in America and the first and only Third Party Administrator to receive the coveted Employer of Choice? designation.  Come be a part of our team and "Claim Your Future."

 

PRIMARY PURPOSE: To supervise the operation of a customer service team that functions as a key component of a large dedicated liaiblity unit. In this role provide oversight, direction, and performance management to reporting service specialists and resolve service issues. The individual will also provide technical/jurisdictional direction to examiner reports on claims adjudication; and to maintain a diary on all claims in the team including frequent diaries on routine and complex liability claims; to provide leadership and support in meeting day-to-day customer and claim service objectives.




ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Identifies and advises management of trends, problems, and issues as well as recommended course of action; informs management of new procedures and ideas for continuous process improvement; and coordinates with management projects for the office. Monitor incoming phone calls to ensure appropriate knowledge of program, troubleshooting abilities and phone skills of employees. Provides technical/jurisdictional direction to examiner reports on claims adjudication. Compiles, reviews and analyzes management reports and takes appropriate action. Performs quality review on liability claims in compliance with audit requirements, service contract requirements, and quality standards. Acts as second level of appeal for calls to/from client and employees regarding claim specific, procedural or special requests; implements final disposition of the appeal. Reviews reserve amounts on high cost claims and claims over the authority of the individual examiner. Monitors all third party claims; maintains periodical review of litigated claims, questionable claims and sensitive claims as determined by client. Maintains contact with the client on claims and promotes a professional client relationship; provides recommendations to client as suggested by the claim status; and provides written resumes of specific claims as requested by client. Maintains a quality assurance program to support the Total Performance Management initiative and the consistent delivery of quality claims service.
SUPERVISORY RESPONSIBILITIES:
Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. Provides support, guidance, leadership and motivation to promote maximum performance.

Local Office Variance:Position will be responsible for managing the Initial Contact Response team.

Education&Licensing:
Baccalaureate degree from an accredited college or university preferred Licenses as required Professional certifications as applicable to Liability preferred
Experience:
Call Center or Customer Service Center environment experience preferred. Six (6) years of claims management experience required. Supervisory experience preferred
Skills&Knowledge:
Excellent oral and written communication skills, including presentation skills Thorough knowledge of service center processes and procedures PC literate, including Microsoft Office products Leadership/management/motivational skills Analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Excellent negotiation skills Ability to work in a team environment Good technical knowledge of claims management Ability to meet or exceed Performance Competencies

 Sedgwick CMS is an Equal Opportunity Employer