Claims Administration Supervisor

Company:
ClaimsPro LP

Claims Administration Supervisor - full-time (Mississauga, ON)
- As the Supervisor, 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
- Manager, Claims Administration - Emergency Claims Service
- Client base
- National Sales and Operations