Claims Administration Supervisor
2 months ago
Company:
ClaimsPro LP
Claims Administration Supervisor - full-time (Mississauga, ON)
As the - Claims Administration, Emergency Services, you will be responsible for managing the accurate and timely set up, dissemination and assignment of newly reported claims on a 24-7-365 basis as well as ensure the department is meeting and exceeding corporate and client guidelines and performance standards.
Reporting to the Vice President, Claims Administration, you will jointly execute established objectives and related procedures to achieve a superior customer experience, supporting optimal customer retention, profitable growth and productivity. You will also provide ongoing coaching, training and development to the team, ensuring a high level of employee capacity and engagement.
The incumbent is required to be available 24-7-365 on a rotational basis for business hour coverage over national time zones which include evenings, weekends, holidays, and on-call emergency situations.
**Responsibilities**:
- Supervise the set up and distribution of new and emergency claims assignments to internal adjusters and external clients (Insurer and Program) in accordance with predetermined KPI’s.
- Supervise the call center and after hours in dealing with call routing
- Monitor and sort ECS calls daily; ensure calls are properly distributed to clients and field attendance is provided when required
- Field and answer client inquiries and resolve escalated issues
- Interact with both internal and external stakeholders to investigate and resolve service lapses.
- Update and manage telephony for client queues and intake
- Responsible for call coaching and reviewing customer service standards
- Ensure client instructions, scripting, and database are maintained and kept current
- Educate and train staff on the operation of the system and requirements
- Support Manager with scheduling and supervision of staff to match capacity (resources) to demand.
- Educate and train staff on the operation of claims creation
- Provide feedback to Manager in preparation for performance reviews with staff members
- Support technical training and other development requirements
- Ensure new employees have received comprehensive orientation and completion of onboarding program
- Support the recruitment and selection of staff
Education, knowledge and experience required:
- University degree/college diploma or combination of education and equivalent business experience
- Minimum of 2 years’ supervisory experience (in a claims environment an asset)
- Experience with telephony queues and call routing
- Bilingual in English and French an asset
- Chartered Insurance Professional (CIP) Program in progress and working towards full licensing an asset
- Excellent written, verbal, and interpersonal communications skills.
- Good working knowledge of Microsoft Office and excellent computer skills.
- Demonstrated organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner
Competencies required to succeed:
- Communication Skills - the ability to communicate effectively with both internal and external associates, written and oral techniques
- Problem Solving - the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible
- Initiative - being proactive in identifying and implementing solutions
- Teamwork - must genuinely intend to work cooperatively with others
- Adaptability - embraces change and demonstrates a willingness to learn
- Ability to take simultaneous direction from multiple sources and manage conflicting priorities in an effective manner
Accountabilities (and to whom):
- Vice President, Claims Administration
- Director, Claims Administration
- Client base
- National Sales and Operations
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