Service Team Lead guiding Trellis’s remote insurance call - center team. Coaching agents, improving P&C service quality, and driving retention and cross - sell results.
About the role
- Workers Compensation Team Lead supervising claims examiners and technical staff for Sedgwick's global claims management services. Managing adjudication quality, complex claims, client relationships, and team performance.
Responsibilities
- Supervise multiple teams of examiners, product line examiners, and/or at least seven technical operations colleagues
- Monitor colleagues' workloads and individual claim activities
- Provide training and technical/jurisdictional direction on claims adjudication reports
- Identify and advise management on trends, problems, issues, and recommended actions
- Inform management of new procedures and continuous process improvement ideas
- Coordinate office projects with management
- Compile, review, and analyze management reports and take appropriate action
- Perform quality reviews on claims for audit, service contract, and quality standards compliance
- Act as second level of appeal for client and claimant issues and implement final dispositions
- Review reserves on high-cost claims and claims exceeding examiner authority
- Monitor third-party, litigated, serious vocational rehabilitation, questionable, and sensitive claims
- Maintain client contact, promote professional client relationships, make claim-status recommendations, and provide written claim resumes
- Ensure direct reports are properly licensed in serviced jurisdictions
- Ensure claims files are correctly coded and adequately documented
- Administer personnel policies and staffing standards
- Interview, hire, establish performance development plans, and conduct performance discussions
- Provide support, guidance, leadership, and motivation
- Support organizational quality programs
- Perform other assigned duties
Requirements
- Bachelor's degree from an accredited college or university preferred
- Licenses as required
- Professional certifications as applicable to line of business preferred
- Six (6) years of claims experience or equivalent combination of education and experience required
- Two (2) years of claims supervisor experience required
- Thorough knowledge of claims management processes and procedures for multiple product lines
- Excellent oral and written communication, including presentation skills
- PC literate, including Microsoft Office products
- Leadership/management/motivational skills
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
Benefits
- Work-life balance
- Inclusive, barrier-free recruitment and selection processes
- Accommodation support during recruitment if required
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Degree requirement
No Education Requirement
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