Claims Quality Assurance Analyst

We are adding a Claims Quality Assurance Analyst to our team!

Who We Are:

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more by clicking here or visiting https://www.youtube.com/watch?v=JlB7J8740hU. 

Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.

A Day in the Life:

The Claims Quality Assurance Analyst evaluates and coaches Claims staff members through the department’s quality assessment process to deliver on accuracy and proficiency. Additional responsibilities include reviewing and assessing claims through multiple channels and conducting regularly scheduled coaching sessions with staff members. This position supports leadership by providing valuable insights useful for overall development of staff and improvement of processes. The Claims Quality Assurance Analyst works closely with trainers and those responsible for documentation to address trends and gaps in knowledge. This role also serves as a resource and liaison to funeral homes, agents, and marketing partners to resolve issues. This role requires excellent communication skills and the ability to positively influence others through coaching and written communication.

Primary Responsibilities: 

• Evaluate and coach staff members within Claims through the department’s quality assessment process.
  • Conduct quality assurance reviews to assess interactions to include verbal communication, processing requests, email and other forms of communication.
  • Lead audits including the Texas Department of Banking to identify additional training needs and check accuracy of work as needed. Communicate audit outcomes with team members and others appropriately.
  • Coach staff on regular basis to develop staff skills and assist in driving overall staff performance to meeting or exceeding expectations.
  • Assist with evaluations and/or coaching sessions for new staff or enhancing individual/team performance as needed.
  • Track coaching sessions and evaluations using established tools and complete coaching and evaluations on a consistent basis.
  • Assist in training new hires on Quality program and expectations.
  • Attend Service Operations department meetings as need to evaluate training needs.
  • Actively participate in calibration sessions and provides suggestions for enhancement to the Quality program.
  • Provide leadership with updates on progress and issues.
• Review and assess claims processes, conduct root cause analysis and assist in developing procedures.
  • Partner with leadership to assist with creating overall view of agent/funeral home performance, identifying trends and learning gaps, as well as areas to improve efficiencies.
  • Maintain a working knowledge of NGL processes and procedures and assist in the creation of SOPs within designated team.
  • Conduct root cause analysis, present findings, and train team on best practices.
  • Develop, modify, and maintain processes and procedures through process mapping and establishing Standard Operating Procedures.
  • Ensure documentation is updated, available and disbursed to the team and others affected on agreed upon due dates.
  • Recommend and assist in implementing process improvements.
  • Proactively identify, investigate, and provide solutions within team areas.
  • Seek out information to enhance cross-functional processes.
  • Collaborate with other teams to ensure efficiency and effectiveness.
• Serve as a liaison to funeral homes, agents and marketing partners and assist in resolving issues and disputes.
• Represent team on various department projects.
  • Actively participate and represent team in project meetings.
  • Provide updates to various team participants and manager.
  • Meet completion dates and assigned tasks.
  • Research and provide in-depth and reliable information to project members.
  • Perform system-related testing as needed.
• Perform other related work as requested.

Essential to Your Success:

• Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions
• Excellent oral and written communication skills that convey confidence, including the ability to positively influence others and appropriately coach co-workers to improve future interactions
• Excellent interpersonal skills and ability to transform negative interactions into positive ones
• Proficient computer skills including knowledge in Microsoft Office applications
• Ability to take initiative, exercise good judgement and creatively solve problems or issues
• Ability to work well under pressure, have excellent organizational skills and strong attention to detail
• Advanced knowledge of NGL and various acquisition products and procedures

Education Requirements:

• Minimum:  High School Diploma or GED
• Preferred:  Associate Degree

Years of Experience:

• Required:  A minimum of three years experience working in Insurance Operations.  Two years minimum of quality assurance or auditing experience required. 
• Preferred:  Two years NGL experience.  

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

Benefits:

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holidays of your choice)
• Health care, dental and vision plans
• Up to $1,500 annually towards an employee's choice
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program
• And much more!

Click here or visit https://nglic.wistia.com/medias/td9pvkvw9d to learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact hrmadison@nglic.com.

Salary : $1,500