Supervisor, Claims

Description

Position Summary:

Supervises a team of Claims Consultants and Claims Support Specialists while maintaining responsibility for specific key accounts. Serves as a subject matter expert on Workers’ Compensation Claims management.  Partners with the Director of Retro/ReClaim and the supervisor of safety & loss control to ensure optimal results in Retro and ReClaim programs and grow business.

 

About the Position:

Essential Responsibilities and Duties:

• Serves as a subject matter expert on Workers’ Compensation Claims within Archbright, with members, Labor and Industries, and in the Retro community. 
• Monitors and owns claims success metrics for assigned groups, (claims closure, freeze reviews, etc.), employing strategies to maximize success.
• Partners with the Director of Retro/ReClaim to ensure high-performing Retro and ReClaim programs. Presents data and other findings and makes recommendations.
• Performs the weekly, monthly, quarterly, and annual quality checks as outlined in the claims supervisor quality checks process.
• Ensures team members are following claims management processes as documented and takes action as appropriate.
• Serves as the first point of escalation for service issues and utilizes customer service skills to achieve the best possible outcome.
• Prepares for and represents Archbright in Board of Industrial Appeals hearings to secure the best possible outcome for the employer. Supports and strategizes with Claims Consultants to prepare for hearings as needed.
• Meets all Archbright People Manager expectations regarding processes and timeframes with a strong focus on recognizing and fostering positive performance and addressing performance below expectations.  Provides ongoing coaching and feedback, promotes accountability, and aligns team efforts with organizational goals to drive high performance and continuous improvement.
• As a working supervisor adhere to the responsibilities of the Claims Consultant position while managing a caseload of workers’ compensation claims. These duties include but are not limited to: 
  • References and follows Archbright’s claims management best practices and Gardiant policy as documented and makes suggestions for improvement.
  • Educates employers about retrospective rating programs and/or ReClaim and requirements of the appropriate Archbright agreement.
  • Corresponds with medical specialists, employers, state adjudicators, and vocational counselors to compile information and documentation.
  • Investigates, analyzes, and determines insurance liability concerning worker’s compensation injury claims in accordance with state law. Coordinates with Archbright HR Advisors and Attorneys as needed.
  • Develops proactive plans of action for each claim and provides timely updates to the employer.
  • Advises and assists the employer of appropriate implementation and management of formal job offers and return-to-work programs in accordance with state regulations. Documents recommendations and plans of action.
  • Conducts freeze reviews and creates and implements strategies to maximize claim closures and minimize costs for the employer and retro program.
  • Collaborate with Loss Control to strategize the best financial outcome for an employer.
  • Develops a productive working relationship with assigned member accounts and provides excellent customer service. while following the requirements outlined in the claims customer services guidebook.
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

 

Additional Responsibilities:

• Supports Marketing and Sales to bring in new business when appropriate. 
• Prepares for Retro Committee Meetings and presents claims status.

 

Essential Qualifications for the Role:

• The ability to work cross-functionally and in a way that best serves Archbright as a whole
• Strong emotional intelligence and customer service skills
• Strategic thinking and problem-solving abilities
• Effective communication skills including written, verbal and presentations
• Ability to pivot as necessary from one project to the next and deliver within due dates.

 

Other Archbright Qualifications and Duties 

Qualifications: 

• Excellent written and verbal communication skills for both internal and external audiences.
• Proficiency in working independently and as part of a team.
• Ability to hold oneself and others accountable to expectations and due dates.
• High tolerance for change, with an openness to organizational change, continuous improvement, and a willingness to learn new skills.
• Ability to provide regular and consistent attendance.

 

Duties: 

• Participate in Archbright connection and communication experiences including creating and working on quarterly objectives, 1:1s with manager, weekly check-in, and team, department, and company meetings.
• Demonstrate Archbright GIFTED Values (Grit, Inclusion, Fun, Transform, Engage, and Deliver) and support IDEAL principles (Inclusion, Diversity, Equity, Accessibility, and Leadership.)

 

Requirements

Position Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 of the position.

 

Supervisory Responsibilities: Supervises the Claims team

 

Education and Experience:

• Required: High school diploma or equivalent experience 
• 3 or more years of demonstrated success managing customer relationships.
• 5 or more years managing workers’ compensation claims in a retrospective rating environment.
• Preferred: 1 or more years of lead or supervisory experience

 

Certificates, Licenses, or Registrations:

• Required: WA State certification of WWCP designation or ability to obtain within 6 months

 

Technical Skills:

Required:

• Excellent MS Office Suite experience, particularly Outlook, Word, Excel 
• Preferred: Experience with CRM-ERP systems, SharePoint, and current office automation tools 

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee may need to spend extended periods of time using a computer, as well as participating in phone calls and video conferences.

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

While performing the duties of this job, the employee is regularly exposed to computer monitors and shared workspaces, if/when required to work from a shared office space.

Summary

The complete salary range for this position is $82,692-115,774 with a hiring range of $89,310-$109,156 annually.  Archbright Keystone is our Total Rewards program for our most valuable assets - our people. These benefits have been carefully chosen and put in place because together they support the harmony of work and life. They include generous front-loaded Paid Time off (PTO), 11 paid holidays, subsidized medical, dental and vision benefits, hybrid and remote work (dependent on position and member need/timing), 401K with employer match, short- and long-term disability, life insurance, employee assistance programs and more!