Claims Escalation Analyst (14198)

  • Globe Life Family Heritage Division
  • Oklahoma City, OK, United States

Job Description

The Claims Escalation Analyst is responsible for a full range of activities to help improve the operational efficiency and effectiveness of the business unit. This position will work on high priority, escalated, and/or claims which have exceeded a desired turnaround time. One of the Claims Escalation Analyst functions will be to expedite the resolution of claims which may fall into one of the categories mentioned above. This position may also design and document businesses processes and make appropriate recommendations that will positively impact claims operations. The position will also track and analyze results of process changes/improvements and make appropriate recommendations to Management. The position will also track and report progress made on handling high priority, escalated, and/or claims which have exceeded a desired turnaround time. They will also serve as a liaison between the Claims Examiners and Management.

Primary Duties & Responsibilities:

  • Act as a functional expert and liaison between the business unit and Management
  • Interface with multiple departments within the Company, including Policy Owner Service, Underwriting and Legal
  • Research claim status to understand where the claim is in the process and what is needed in order resolve the Claims process
  • Inbound and outbound calls related to resolving a claim.
  • Emails and other correspondence to customers or third parties.
  • Internet research and investigation
  • Use of search tools such as Accurint
  • Serve as the lead on departmental projects from planning all the way to implementation.
  • Troubleshoot new and existing processes and suggest areas for improvement in those processes
  • Design and document business processes
  • Develop effective reporting tools to monitor results
  • Track and analyze results and trends
  • Other duties as requested by management
Required Skills:
  • Strong analytical and technical skills
  • Excellent verbal and written communication skills
  • Detail-oriented and accurate
  • Able to execute effective follow through and follow up
  • Self-driven with the ability to multi-task and work at a fast pace
  • Good documentation skills - thorough and accurate
  • Proficient in the use of Excel or ability to learn new systems
  • Adaptable to new/changing processes
  • Good judgment with the ability to troubleshoot
  • High School Graduate required. College coursework or Bachelors of Science or Administration degree preferred.
Required Experience:
  • Recent college graduate with a degree emphasis in Finance, Administration, Accounting or Audit, or 1-2 years' experience in a business analysis, process improvement, audit, or other related field.
  • Proven ability to develop, document, and maintain operational policies and procedures including designing and documenting detailed process flows and the development of operational performance and quality metric standards and reports.
  • Knowledge of the insurance industry, a plus.
  • Good knowledge of Microsoft Office applications specifically Word, Excel, PowerPoint and Outlook.
  • Strong technical and analytical skills.
  • Excellent verbal and written communication skills.
  • The ability to manage details and execute effective follow-through.

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