Claim Training Unit Manager-Onsite at Lake Mary, FL facility

Join our dynamic team at North American Risk Services (NARS), a leading Third-Party Administrator specializing in comprehensive claims and insurance-related services. We are seeking a dedicated Claims Adjuster with a passion for mentoring and developing professionals new to the industry. If you excel in multi-lines claims management and are eager to guide others, we invite you to apply!

The Claim Training Unit Manager is responsible for developing and implementing training curriculums for claim trainees, while managing trainee skill development, proficiency, and readiness for promotion into claim adjuster positions in various business lines.

Essential Duties and Responsibilities:

• In coordination with NARS training department, facilitates orientation and onboarding sessions for new hires in the trainee program.
• Effectively supervise unit of 4-6 people and their respective caseloads in a proactive manner.
• Provides comprehensive training on Best Practices, Claim Handling Timelines, guidelines, and performance expectations for both the trainee and adjuster roles.
• Coordinates and provides mentorship and support for all trainees throughout the training program.
• Collaborates with various claim and organizational leaders to ensure trainees develop a holistic understanding of NARS as a third party administrator.
• Demonstrates a solid commitment to the mission and values of the organization.
• Maintains strict confidentiality of client, company, and personnel information.
• Adheres to all file handling standards, NARS Best Practices, state statutes, and requirements necessary to pass audits performed by regulatory agencies, carriers, and clients.
• Forms well-written emails, letters, LLRs, and other correspondence when communicating internally and externally.
• Reviews, investigates, and responds to claim appeals, grievances, and complaints.
• Leads and manages by example to promote a culture of service and continuous improvement.
• Communicates clearly and provides consistent direction to enable staff to achieve key business and developmental goals.
• Demonstrates a high degree of emotional intelligence when dealing with trainee needs, handling conflicts, and developing a positive learning environment.
• Works closely with Quality Assurance to ensure file quality and company objectives are met.
• Ensures appropriate licensing is obtained and maintained, and continuing educational requirements met.
• Provides continuous feedback to staff through all phases of training to ensure understanding and command of key concepts and expected behaviors.

Work Environment Requirements:

• This role is based in NARS Corporate office in Lake Mary, Florida. The Claim Training Unit Manager is required to work in the Lake Mary office but must have the ability to periodically work and manage staff virtually.
• This role requires extended periods of computer screen usage for tasks such as data entry, research, and virtual meetings.
• The ability to maintain focus and productivity while working for long hours in front of a screen is essential.

Qualification Requirements:

Education / Licensing:

• High School Diploma or equivalent required; 2-year degree or higher preferred.
• Must have 5 years of overall claims adjusting and/or claims management experience, in multiple business lines.
• Must obtain Florida adjusters license, and secure licensing in additional jurisdictions as required.

Technical Skills:

• Effective interpersonal skills to enable learning and development on an individual and collective team basis.
• Advanced understanding of coverage analysis, claims investigation, file documentation, negotiations, and resolution.
• Must have a working knowledge of regulatory requirements and keep team/self current on key legislative changes and activities.
• Must have the ability to effectively train, manage and influence others in both virtual and in- person settings.
• Must handle sensitive information and confidential situations timely and appropriately.
• Advanced level of written and verbal communication skills.
• Advanced level of organization and time management skills.
• Working knowledge and proficient use of claims management systems, data analytics tools, training/LMS software, and various computer software applications including the Microsoft Office platform.
• Must communicate openly and honestly with colleagues and customers.
• Personal accountability for the development and promotional readiness of staff, and the quality and content of their work, is essential.

Abilities:

• Ability to teach, persuade, and influence others.
• Ability to develop and deliver presentations in various formats.
• Ability to create, compose and edit written materials.
• Repeated use of keyboard, mouse, and exposure to computer screens from either a desktop or laptop computer.
• Requires extended periods of sitting.
• May require occasional travel, including overnight, as needed.
• Must have a valid driver's license.
• Willingness to work flexible hours.
• Requires some lifting of boxes and materials up to approximately 20 pounds.
• 24/7 accessibility is required.