Are you driven to keep people safe? That’s what we do every day at Missouri Employers Mutual.
We’ve created a casual, values-driven work culture that’s making a positive impact on the way people live and work. This is a place where you can grow with confidence — because that’s what safety and success really mean to us.
SUMMARY:
This position works closely with the Claims Operations Manager to ensure success of the department is achieved through supervising dedicated employees who provide the highest level of customer service and administrative support to MEM’s internal partners, policyholders, producers, injured workers, and vendors.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Functional Leadership
Perform job duties in accordance with and participate in the commitment to MEM’s vision, mission, and values.
Manage and utilize the appropriate resources to ensure work is completed efficiently and within established service standards.
Manage and maintain professional working relationships with internal and external customers and co-workers.
Demonstrate leadership in accordance with MEM’s vision, mission, and values.
Assist the Claims Operations Manager in providing support and leadership on strategic initiatives for the department and company. Participate in the execution of strategic and operational processes to ensure the long-term profitability and success of MEM.
Assist Claims Operations Manager in planning and setting departmental priorities, goals and objectives.
Oversee the data integrity of all processes within area of responsibility to ensure accurate and timely processing.
Maintain reports pertaining as needed related to claims service production.
Provide Claims Operations Manager with monthly analyses, key findings, and recommendations.
Eliminate barriers to efficient and effective operations within the department.
Act as point of contact on day-to-day issues with internal functional departments.
Support cross-functional teamwork and participate in various teams, committees, and ad-hoc groups as assigned.
Team & People Leadership
Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
Acts as an advisor to other department leaders, Claims Care Advocates, and Office Assistants.
Supervises and provides Quality Service Evaluations to ensure exceptional customer service and compliance with department policy and procedure. This role is responsible for providing effective and timely feedback to Claims Care Advocates and Office Assistant assigned to their team.
Set standards, policies, and procedures for the team in accordance with best practices. Ensure compliance with all relevant statutory laws.
Evaluate staff performance by conducting timely quarterly feedback and annual performance reviews for all direct reports utilizing the MEM Performance Management System. This includes providing mentoring and coaching for direct reports.
Manage the delivery and execution of exceptional claims care support. Ensure the unit’s goals are aligned with Company goals and achieve high levels of satisfaction from customers. Encourage employee commitment to MEM’s vision, mission and values.
This role is accountable for building an effective and cohesive team through the selection, training, development, coaching, and discipline of professional and support staff.
Ensures the delivery of customer service that leads with a “human voice” for MEM customers, with clear answers to inquiries, and appropriate referrals as needed.
Continuous Improvement
Interact with other departments to ensure the quality and timeliness of service provided.
Learn new procedures and policies through training sessions, coworkers, and updates within MEM. Assist in training Claims Care Advocates or other coworkers on job duties.
Represent the Claims Care team through participating in user acceptance testing of system enhancements, projects and changes as requested by management.
Enforce compliance with MEM’s corporate governance model and all policies and procedures around such at all times.
Participate in special projects and perform other duties and responsibilities as required to fulfill job functions as assigned by management.
Vendor and Budget Management
Interact with other departments to ensure the quality and timeliness of service provided.
Learn new procedures and policies through training sessions, coworkers, and updates within MEM. Assist in training Claims Care Advocates or other coworkers on job duties.
Represent the Claims Care team through participating in user acceptance testing of system enhancements, projects and changes as requested by management.
Enforce compliance with MEM’s corporate governance model and all policies and procedures around such at all times.
Participate in special projects and perform other duties and responsibilities as required to fulfill job functions as assigned by management.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: A bachelor’s degree in business administration, Marketing or Insurance is preferred. Equivalent combination of education and experience is acceptable.
Experience: Three years’ experience in insurance, in the areas of Customer Service and Claims or Underwriting with an emphasis in workers’ compensation is preferred.
Designations/Certifications: General Insurance, AIS and AIC are preferred designations, but are not required.
LICENSES
None Required
Leadership Competencies
Establishing focus
Fostering teamwork
Influencing others
Fostering diversity
Competencies and Behavioral Skills
Communication
Accountability/Self-Management
Problem Solving
Customer Orientation
Build Collaborative Relationships
Adaptability
Detail Oriented
Technical Competencies
Intermediate level of experience in Microsoft Office Suite (e.g., Outlook, Excel, PowerPoint, Word etc.).
Arithmetic reasoning
Accounting mathematics
Ability to reconcile payment histories.
Budget management capability.
Our home office is located in vibrant Columbia, Missouri — #6 in Livability’s 2019 Best Places to Live.