Job Summary

• Responsible for IOA insurance Claims Management activities including : Client advocacy, service and communication; problem claim resolution;
• data analysis / action; monitoring triggered activities; claims reviews / audits; work comp claim monitoring and resolution;
• reserve analysis; unit stat and stewardship reporting; client education / consulting; sales support; litigation process management;
• new client onboarding; Intake process support; team leadership; individual productivity, quality, and service levels; data management / entry;

Producer communication; team and individual professional development; identification of sales opportunities; IOA core values.

What You’ll Do :

• Live and champion IOA core values at all times, demonstrating the highest levels of personal character, integrity, and servant leadership.
• Meet all performance requirements regarding production, quality, and service.
• Deliver outstanding client service at all times, including proactively anticipating client needs, maintaining frequent and professional client communication, and responding quickly to any service requests.
• Serve as a client advocate, continually providing high levels of ongoing client support while identifying and implementing actions in the best interest of clients.
• Provide leadership to claims team, demonstrating a strong work ethic, positive attitude, and willingness to assist others at all times.
• Exercise discretion and independent judgment to ensure beneficial outcomes for clients and IOA.
• Actively seek to grow IOA business, including identifying and acting on sales opportunities.
• Aggressively manage any problem claims to ensure timely resolution and optimize outcomes.
• Regularly review aggravated inequity loss reports and take appropriate action on findings.
• Monitor triggered activities on an ongoing basis, and identify and execute appropriate courses of action to ensure resolution.
• Conduct / participate in claims reviews and perform claims audits as required.
• Monitor workers compensation claims via the IOA Claims Portal and identify / take appropriate action to drive them to closure.
• Perform reserve analysis to ensure accurate and timely case reserves in keeping with claims best practices.
• Prepare and deliver unit stat reporting.
• Develop and maintain positive relationships and communication with carriers necessary to effectively negotiate and influence positive claim outcomes on behalf of clients.
• Serve as intermediary between clients and carriers, working to facilitate mutually beneficial claims resolutions.
• Provide ongoing internal and external client education regarding any statute changes and state specific claims procedures best practices, including claim reporting, claim investigation, return to work, and continued claims handling.
• Develop and maintain a comprehensive knowledge of all Risk Services offerings including RiskScore, and provide consultation on and market those offerings to internal / external customers.
• Identify claims trends, make client recommendations to promote safe work environments and mitigate exposures, and collaborate with Risk Advocates to address any identified client training needs.
• Support Producer presentations and sales.
• Develop and deliver stewardship reporting in keeping with departmental standards and within required timeframes.
• Provide claims intake process support as needed.
• Identify and work with clients and carriers to execute appropriate claims strategies and solutions.
• Work with carrier claims teams to establish expectations regarding claims handling process quality, and continually monitor performance to ensure those standards are consistently met.
• Participate in new client onboarding processes as needed.
• Maintain agency operating software system to ensure accuracy and currency of data.
• Act as back-up for teammates as needed, covering for others in their absence and ensuring overall team service excellence.
• Constantly look for, recommend, and implement process improvements and best practices to improve individual, team, and organizational effectiveness.
• Serve as claims management subject matter expert for team, answering questions, providing support, and developing solutions to client problems.
• Monitor Individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
• Assist with initial / new hire and ongoing training support within team.
• Encourage and participate in ongoing growth and professional development of all personnel within team.
• Actively promote IOA culture and a positive work environment at all times, including participation in team building and other activities.
• Maintain frequent and transparent communication regarding individual performance and activities with supervisor, and seeks, accepts, and implements performance coaching.
• Work effectively with Producers, seeking input and developing win-win solutions to any claims related process, service, quality, or productivity issues.
• Comply with all company work rules, standards, and policies and procedures at all times.
• Maintains high degree of technical competence and industry / market expertise.
• Ensure professional skills are continuously improved by actively participating in internal / external development opportunities.
• Develop and maintain positive, productive relationships with IOA leadership, peers, co-workers, teammates, and employees.
• Perform other duties as assigned.

What We’re Looking For :

5 years of claims handling experience

Licensed Insurance Adjuster

Exceptional customer service skills

Excellent multi-tasking, organizational, delegation and decision-making skills

Outstanding verbal / written communication skills

Ability to perform large work volumes with high degrees of accuracy

PC proficiency

Exceptional personal character

High School Diploma (or equivalent)

What We Offer :

• Competitive salaries and bonus earning potential
• Great benefits, including company paid health insurance
• Paid time off for holidays, vacations, and sick time
• 401K with an employer match
• Participation in our employee stock plan
• Opportunities for professional growth and career progression
• A culture that emphasizes respect for every individual
• Company commitment to work / family life balance and community service
• Teammates who share your drive for excellence
• Knowing every day you are helping our clients protect their families and businesses

Still wondering if IOA is the right fit for you?

• If you want to feel the significance of knowing your efforts have been both recognized, appreciated and rewarded, then IOA is right for you.
• If you want to feel valued and have a real influence towards the continued success of your organization, then IOA is right for you.
• If you want to feel the peace of knowing that you’ve made the best decision of your professional life, then IOA is right for you.

Last updated : 2024-02-23