What are the responsibilities and job description for the Manager, Claims position at The Baltimore Life Insurance Company?
Summary
The Manager, Claims leads daily operations, ensuring high-quality service and efficient claims processing. This role involves managing team performance, handling complex claims, and implementing improvements to enhance claims accuracy, speed, and customer satisfaction.
Key Responsibilities
Drive - Displays motivation, is proactive and resourceful in daily work. Persists to complete responsibilities, even in the face of difficulties, is optimistic and tenacious throughout.
Collaboration - Delegates with appropriate controls; subordinates know expectations and receive regular feedback. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.
Adaptable - Builds commitment by using different influencing strategies based on individual’s motivation. Rewards and recognizes employees who support team objectives.
Responsible - Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.
Execution - Encourages motivating, positive, and professional behavior through own actions. Understands and provides support and resources to help team members resolve problems and conflict in a positive and constructive manner. Performs the annual review process and manages performance issues in a timely and effective manner. Builds, communicates and monitors team’s development plans effectively.
The Manager, Claims leads daily operations, ensuring high-quality service and efficient claims processing. This role involves managing team performance, handling complex claims, and implementing improvements to enhance claims accuracy, speed, and customer satisfaction.
Key Responsibilities
- Lead and development the Claims Service Team, ensuring staffing, performance management, and team development
- Process complex claims, including death and high-value life/health claims, ensuring accuracy and compliance
- Monitor workflow and assign tasks to staff members ques
- Drive continuous improvement in claims processing, accuracy, and efficiency
- Collaborate with other departments to resolve issues and implement system enhancements
- Participate in Operating Committee meetings and provide updates on metrics and initiatives.
- Participate and contribute to the Business Continuity Committee
- Monitor and audit claims performance, ensuring adherence to quality standards
- Participate and oversee claims related projects
- Process complex death and life/health claims, approving payments
- Address and resolve service issues with field personnel, agents, and policyholders
- Conduct market research for trends and automated tools
- Maintain and update the Claims Processing Manual
- High School Diploma or GED equivalent required
- 4-year college degree preferred
- FLMI, ACS, and PCS designations required
- 3 -5 years of progressive customer service and financial services experience including at least 3 years call center management experience
- 5 years Life Insurance Claims experience
- Strong organizational, analytical, and problem-solving skills
- Excellent written and verbal communication, with a focus on leadership and motivation
- General knowledge of medical terminology and accounting workflow procedures
- Proficient in MS Office to include Excel, Word, PowerPoint and Teams
- Proficiency in Claims and Policy Administration Systems (ie. FAST, ID3, Xchange)
- Knowledge of state and IRS compliance regulations required
- Ability to drive process improvements and manage special projects
Drive - Displays motivation, is proactive and resourceful in daily work. Persists to complete responsibilities, even in the face of difficulties, is optimistic and tenacious throughout.
Collaboration - Delegates with appropriate controls; subordinates know expectations and receive regular feedback. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.
Adaptable - Builds commitment by using different influencing strategies based on individual’s motivation. Rewards and recognizes employees who support team objectives.
Responsible - Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.
Execution - Encourages motivating, positive, and professional behavior through own actions. Understands and provides support and resources to help team members resolve problems and conflict in a positive and constructive manner. Performs the annual review process and manages performance issues in a timely and effective manner. Builds, communicates and monitors team’s development plans effectively.
Salary : $95,000 - $110,000
