Claims Manager

The Claims Manager provides leadership and oversight of the claims department including claims representatives and claim procedures. The Claims Manager is responsible for handling complex claims in collaboration with risk advisor/management.

ESSENTIAL JOB RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee the claim operations at Hummel, ensuring our procedures and processes provide excellent service to our clients.
• Responsible for handling complex claims. Includes close collaboration with the risk advisor, following up with insurance companies, responding to client inquiries, and advising the insured and claimants what processes are necessary for loss settlement.
• Supervises claim team. Monitors workloads. Ensures service levels are meeting standards.
• Acts a liaison between the agency and carriers and assists others in the agency with service regarding claims activity.
• Ensures large claims have representatives on site within our guidelines
• Responsible for managing the feedback process for our insurance carriers and the restoration vendors we choose to refer to our customers
• Develops and implements a process for obtaining feedback from clients about their claims experience
• Notifies risk advisor and/or management of severe losses over $100,000. Provides updates to management and or appropriate risk advisor/customer service for clients with severe or frequent losses
• Deals promptly and with full integrity with all carrier claims personnel, responding within 24 hours to any request for action or information
• Visits carriers to promote agency relationship and learn their procedures so as to better advise claim representatives and our clients who have claims. Handles feedback process with carriers on rating from our surveys
• Provides prompt, effective assistance to clients and carriers with reporting and settling claims with our agency. Provides service on a same-day basis to all clients.
• Reports loss information to the appropriate insurance company the same day it is received.
• Holds monthly department meetings to communicate department direction and to include an open forum for sharing and learning within the department
• In partnership with Human Resources, lead and participate in recruitment, retention and performance management of staff within the department
• Provides staff with feedback on performance and sets individual goals with department employees

REQUIREMENTS:
Knowledge, Skills, and Ability

• Extensive knowledge of claims procedures and insurance coverage
• The ability to satisfy the needs of the customer, both internal and external, needs little assistance from others in this endeavor
• Strong negotiating, decision-making, and relationship building skills
• Excellent customer service and teamwork skills
• Ability to interact with employees, customers and vendor companies
• Working knowledge of computer software packages including Microsoft Word, Excel and Outlook programs
• Ability to use general office equipment, including a computer, calculator, typewriter, fax machine, copier and telephone
• Ability to learn and perform new duties and responsibilities
• Ability to travel offsite as needed including limited overnight travel

Education or Experience

• Bachelor’s Degree. Significant industry experience may be considered in lieu of degree.
• Must be willing to work toward industry designations and/or professional development
• Requires current driver’s license

Working Environment/ Physical Activities

• General office work environment- Requires the daily use of various photocopiers, facsimile machines, computers, printers, calculators, telephones, and other pieces of general office equipment
• Requires the regular use of arms, hands, and fingers
• Frequently required to sit for extended periods of time, reach with arms and hands, stand, walk, stoop, talk, and hear.
• May be required to lift and/or move up to 10 pounds

HIPAA Compliance
This position may have access to Protected Health Information (PHI) and Electronic Protected Health Information (ePHI). An employee will be responsible for following the guidelines of the HIPAA Confidentiality Agreement.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job. The employee is expected to perform those duties listed as well as other related duties directed by management.