Claims Administration Manager
2 months ago
Company:
ClaimsPro LP
Claims Administration Manager (Emergency Services) - Dedicated Account, Full-Time, (Mississauga, ON)
Overview
The Manager, Emergency Services will manage the day-to-day activities of the emergency call center including managing the accurate and timely call answer and call detail entry into systems on a 24-7-365 basis as well as ensure the department is meeting and exceeding corporate and client guidelines and performance standards.
You will be responsible for leading, developing and managing staff, proactive customer contact with respect to quality and service issues, training and development of staff and overseeing efficiency of operations. This role is critical in ensuring the delivery of quality services while supporting the growth and development of the unit.
Organizational Alignment:
- Operational effectiveness and efficiency - Vice President, Claims Administration
- Customer Service: offering “best-in-class” experience/services to our customers.
- Quality: Providing timely and quality responses to customers.
Key Performance Factors:
- Successful delivery and execution of the Business Plan
- Meet or exceed service level agreements as per contractual obligation.
- Create a high performance work environment in conjunction with delivering financial results
Authority Approvals:
Manages People Expense Approval Performance Management
**Responsibilities**:
- Support achievement of financial and production targets through management of SLAs and KPIs
- Completion of quality assurance reviews to ensure quality standards are met
- Ensure staff work schedules are completed in a timely manner
- Support the business unit with client billing
- Be available to assist and lead team during all CAT events across the county
- Assist with all telephony matters
- Assist with new client call line onboarding
- Responsible for handling escalated client complaints to ensure resolution reached
- Provide leadership, guidance and mentoring to direct reports to meet their full potential
- Act in a consultative and advisory capacity on claims matters and technical issues
- Provide file review feedback and in some cases direction on file completion
- Attend client and stakeholder meetings as required
- In conjunction with the Vice President, continually monitor and assess resources (capacity) vs. volume
- Participate in the recruitment and selection of staff
- Remain current on client instructions where regular referrals are made to the unit
- Additional tasks as required based on business needs
Qualifications and Experience:
- University Degree in a business discipline or combination of education and equivalent business experience
- 4+ year’s management experience, within a claims environment would be an asset
- CIP or CRM certification
- 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
- 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 and facilitate effective teamwork among the team you are managing
- 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
- Demonstrated organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner
- Strong computer skills including working knowledge of Microsoft Office Suite and an ability to learn new technical systems
- Proactive and positive approach to customer service ensuring that all inquiries are effectively dealt with in a timely manner
- Strong interpersonal skills allowing you to effectively deal with conflict and difficult situations
- Strong commitment to ongoing education and learning
- Enthusiastic and positive, which influences and energizes the team
- Works collaboratively with others to achieve goals
Environment/Working Conditions:
- Intense periods of activity requiring overtime and critical actions/thinking
- Sedentary (100%) - this includes sitting and keyboarding with the ability to take breaks as required
- All prospective employees must pass a background check
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