Vacancy caducado!
- Develop and implement effective forecasting and capacity planning to accurately predict required staffing
- Develop retention strategies and build bench strength within the organization to achieve overall turnover goals
- Oversee execution of workflow in shared platform to monitor and respond to performance levels
- Perform off-cycle quality reviews/claim audits to ensure proper handling, documentation, and compliance with regulatory standards
- Write process change memos, as needed, and successfully implement changes appropriately
- Develop and interpret regular [and ADHOC] reports to identify issues to escalate and advise to Executive management
- Present [complex] information to key stakeholders in a manner which influences acceptance of innovative suggestions
- Lead or partner on claims and other business projects, as needed, concurrently with daily responsibilities
- Work with legal and compliance on regulatory inquiries
- Provide expertise and leadership support to team in resolving complex claim issues
- Review high cost claims and claims over the authority level of individual examiners for accuracy and compliance adherence
- Ensure each associate is equipped with the tools, knowledge and resources to be successful in their role while also recognizing training gaps and opportunities for retraining
- Conceptualize innovative technical solutions that translate into efficiencies within the unit
- Collaborate with team leader and HRBP to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines
- Assist with writing value-based performance appraisals and conduct effective colleague performance discussions
- Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training
- Cultivate a positive high performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity
- Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.)
- Attainment of all performance measures such as claims turnaround, quality, SLA's, and customer satisfaction
- Oversee customer escalations to ensure they are resolved effectively and timely
- Oversee quality assurance including issue resolution, efficiency potential, and development of performance metrics
- Analyze existing operational processes for opportunities to make the team more efficient and productive.
- Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality standards.
- Advise Executive leadership team regarding evaluation of data for overall performance, trend identification, best practices, issue resolution, and risk mitigation to guide strategic decision making
- Establish and maintain cross organizational relationships that align with company goals.
- Collaborate across departmental functions, as needed, to implement needed claims initiatives to improve department /or corporate best practices
- Act as a resource and role model for all members of the Claims department.
- Positively affect the morale and motivation of the management support team.
- Experience interpreting contractual language in all Globe Life products
- High technical aptitude and ability to learn and navigate new systems quickly
- Strong problem solving skills with ability to use combination of analysis, experience and judgment to develop feasible solutions
- Background in forecasting and trending data
- Demonstrate analytical and data interpretation skills
- Excellent time management skills, with the ability to work under rigorous deadlines
- Excellent presentation skills including ability to present complex ideas to upper management in a professional manner
- Strong knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.)
- Confidence to make autonomous decisions with minimal supervision
- Effective at change management and the ability to adjust plans, goals, actions or priorities to meet changing situations and competing priorities
- Must take ownership of tasks, projects, and relationships and follow through on obligations
- Able to foster and sustain a positive culture and work environment for all employees
- Bachelor's Degree in a related field
- Minimum 8 - 10 years management/supervisory experience
- Minimum of 5 - 7 years in insurance industry; some direct to consumer experience LOB, preferred
- Strong written and verbal communication skills with focus on audience
- Exceptional analytical/problem solving, organizational skills a must
Vacancy caducado!