Summary of Position The Claims Technical Assistant Team Lead is a supervisory position within the CLR (Claims, Loss Prevention, Recoveries) Department that provides technical and administrative support to the Department and is responsible for the intake, processing, and finalization of all claims. Position Functions The Claims Technical Assistant (CTA) Team Lead is responsible for:
The overall process management and supervision of CTA group
Responsible for completing annual and semi-annual performance reviews on CTA staff
Creation and management of written training procedures / manuals for CTA training and reference including but not limited to claim set-ups, claim assignments, payment processing, responding to emails directed to the shared claims group email addresses, answering phone line, monitoring and responding to voicemails left on the claims general phone line
Establish methodology for monitoring adjusters’ daily workload to assist in balanced assignments of new claims
Monitor and delegate CTA daily workload including new claim set-up assignments, payments, and responses to general email and phone inquiries
Ensure all general email and phone inquiries are responded to within one business day
Implement and control return check procedure
Establish productivity measurements for CTA daily performance and monitor accordingly, including through use of Domo
Establish, implement, and monitor both quantitative and qualitative quality control measurements for CTA job performance
Assess CTA job performance following established performance and productivity measures. Take corrective action with individual CTAs when needed.
Conduct weekly CTA group meetings to include conveyance of information to CTA team members as well as reporting meeting feedback to department management
Establish and implement daily report monitoring to include but not limited to identification and notification of closed claims with reserves, open claims with no reserves, declined payment requests, duplicate claims
Management including quality control of 3rd party vendor(s)
Knowledge, Skills, & Abilities
The candidate should be customer service oriented, demonstrate a positive attitude and the ability to share knowledge and work effectively in a team environment with all levels of company staff; possess strong verbal and written communication skills, strong time management and organizational skills; and analytical and problem-solving skills with the ability to manage and prioritize multiple projects in a fast paced office environment. A working knowledge of Microsoft Office products, Adobe, and general computer skills is required. Other Requirements A college degree or certificate in any related business or 1+ year of experience in an office environment is preferred.
Knowledge of the insurance fields is a plus. Physical Requirements Must be able to sit and operate a computer; answer and communicate effectively on a telephone; operate fax and copy machine.
Supervisory Responsibilities
Process management and supervision of CTA group
Equipment Used
Computer, Various programs to include Office, telephone, fax machine, copy machine, postage meter, scanner.
Hours of Operation and Working Conditions
This position's work hours are Monday through Friday 9am to 5pm, in a business-casual office environment. We currently operate in a hybrid capacity with 3 days in the office, Wednesday and Thursday are required and 2 days at home. This position requires occasional flexibility for working additional hours to accomplish project objectives. Occasional business travel may be required.
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