What are the responsibilities and job description for the Claims Coordinator position at ServiceMaster Restore®?
Benefits
Reports To: Owner / Operations Manager |
Consults With: Operations Manager, Office Manager |
Department(s): Emergency Services / Mitigation |
Company Mission Statement
At Servicemaster of Middle Ga, We empower our team members by ensuring they have the tools and knowledge in order to make decisions and allowing them to lead rewarding fulfilling careers.
Our Core Values
The claims coordinator position is vital in the organization. This role ensures the jobs run smoothly and is the liaison between the insurance company, our company and restoring the customer back to whole.
Major Duties and Responsibilities
Responsible for oversight of all claims functions from creation to close.
- 401(k)
- Bonus based on performance
- Competitive salary
- Opportunity for advancement
- Paid time off
Reports To: Owner / Operations Manager |
Consults With: Operations Manager, Office Manager |
Department(s): Emergency Services / Mitigation |
Company Mission Statement
At Servicemaster of Middle Ga, We empower our team members by ensuring they have the tools and knowledge in order to make decisions and allowing them to lead rewarding fulfilling careers.
Our Core Values
- Integrity First
- Service before Self
- Excellence in all we do
The claims coordinator position is vital in the organization. This role ensures the jobs run smoothly and is the liaison between the insurance company, our company and restoring the customer back to whole.
Major Duties and Responsibilities
Responsible for oversight of all claims functions from creation to close.
- Ensure all claims are entered correctly into Restore 365 and all required information and forms required are provided to technicians in order to prevent multiple trips.
- 24 hr scope notes & photos must be uploaded immediately on receipt and CAT/Class entered.
- Monitor programs consistently throughout the day to update service levels, upload all photos when sent by technicians, enter all updates in the notes. This includes Alacrity notes, MICA, Restore 365, and XACT.
- Ensure Compliance is at 100% green and documentation is required when it is not.
- Obtain all approvals on jobs including but not limited to vendor documents, additional equipment required, dumpsters and pods and maintain detailed records of each for trackability and ITEL submissions.
- Find solutions for the issues with approvals and compliance questions as the subject matter expert on each claim.
- Review each open job daily and address adjuster requests while also communicating with the team of progress including notifying when bill needs to be generated or estimate completed. This includes photo reviews, paperwork, scope reviews.
- Ensure claim file is complete with final template added as a note in XACT, Itel, CX as well as Inspection form w/ scope prior to closing job.
- Assisting Office Manager when needed - Answering phones and handling customer issues as you will be the most aware of each claim.
- Must have a sense of urgency and a "Will do" attitude ready to jump in to assist the team. In the Emergency Services industry, we are not in control of when chaos ensues.
- Must be coachable and able to accept feedback with the knowledge it is provided to help you progress in your role.
- Sense of Urgency
- Organized
- Proactive
- Check compliances to ensure 100% green and address ANY issues complete with documentation or note in Restore as well as contacting parties to notify if waiting on materials from them.
- Ensure all updates for programs are communicated to the team.
- Review the job board to see daily jobs as well as POC working at each.
- Go through ALL open jobs in Restore Alacrity, and XactAnalysis.
- Contact adjuster or claims handler if still pending approval to ensure they have everything required from us. This may require multiple calls and emails to track them down. You are the internal customer service that will have the most contact with adjusters.
- Add a daily update note in each with the status from us or request update for what is required for payment to be issued from insurance in XACT. (This note can be made in XACT and copy/paste in Restore but MUST be in Restore)
- Ensure all documents including Estimate, Sketch and Scope are uploaded into Restore and organized within each file for the various jobs.
- If the tech has uploaded documents in Mica, download the photos/docs and upload in restore before turning to yellow and create reports by uploading to Xactanalysis.
- Check Mica and Contents Tracker to see if any info needed to complete tasks has been uploaded. Transfer to restore if necessary.
- On day 2 or 3 if there is nothing in MICA yet, start hounding that techs to get it uploaded
- Check EVERY ATP, ATR, COS and waivers once Tech has uploaded to ensure the correct form was signed. If they got the wrong form signed this needs to be handled IMMEDIATELY
- Ensure documentation and tracking on ALL equipment/dumpsters/Pods for each job and that pick ups are communicated to the Mitigation Manager and Estimator.
- Submit Itel samples daily and ensure Itel samples are collected, and uploaded to proper program.
- Ensure all scopes/ sketches are completed and scanned to estimator
- Send reminder message to tech that COS must be signed when equipment is picked up
- Verify all paperwork is correct by day 3-4 so that billing is not held up preventing 10 day cycle time being met.
- Ensure email/ chat is monitored throughout the day with response/ acknowledgement within 30 mins of receipt.
- Input new claims in Restore and make sure all required fields are completed:
- Update Customer/Company info
- Update job name
- Internal Participants tab (Foreman, Coordinator, Estimator, Marketing)
- External participants tab (Insurance Company, Adjuster)
- Referred by (must be listed on every job)
