Primary Purpose: Responsible for developing front line managers' leadership and technical skills to drive performance, and to meet and exceed Claims metrics. Oversee the investigation and disposition of all assigned claims within an assigned area.
Essential Duties and Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Monitor and drive metric results
Interview and make hiring recommendations
Evaluate performance making recommendations for merit/bonus increases, promotions and performance improvement when needed
Coach and counsel others on strengths and areas of opportunity by providing feedback and valuing other perspectives
Monitor and address customer service issues as needed
Monitor workplace culture and environment, taking action when needed
Review complex files and grant authority for coverage and indemnity when needed
Audit files and calibrate with front line manager audit results
Listen to recorded calls for customer service and process opportunities
Remain aware of changes which impact claims handling in region (internal and external changes)
Collaborate with other RCMs to review and improve processes
Work with Product Managers to gain mutual understanding of what may impact products, pricing and claims handling
Ability to listen and diffuse customer concerns through explanation of our position
Monitor and manage expenses
Maintain and build agent relationships with others
Minimum Skills and Competencies: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree or in-lieu of degree equivalent education, training and work-related experience
Obtain and maintain appropriate licensing or educational requirements
Possess effective verbal and written communication skills
Ability to analyze and interpret data to drive improvement
Solid understanding of compliance knowledge, policy and legal, and how to apply in decision making
Understand the importance of being available and approachable as a leader
This is a liability non-injury RCM position that reports to the Western Claims Division and will be required to work a Pacific Time Zone Work Schedule. While the position has flexibility to Work-From-Home/Hybrid, main office locations are Ontario, CA and Chandler, AZ and position.
Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
Effective organizational and management skills with the ability to work under pressure, multi-task, adhere to project deadlines and successfully adapt to a changing environment
Successful completion of one or more professional designations: CPCU, SCLA, PLSC, CCLS, LPCS, AIC, AIM