Claims Manager

The Claims Manager is responsible for the strategic oversight, administration, compliance, and performance of Peoplelink Group's workers' compensation and insurance claims programs. This role leads a team of Claims Coordinators and serves as the primary liaison between the organization, third-party administrators (TPAs), insurance carriers, brokers, legal partners, and internal stakeholders.

The Claims Manager is accountable for driving claim resolution strategies, controlling claim costs, ensuring regulatory compliance, analyzing claim trends, and implementing continuous improvement initiatives that reduce organizational risk and improve operational outcomes. This position partners closely with Safety, Operations, Finance, Human Resources, and Field Leadership to support a best-in-class claims management program that balances employee care, customer service, compliance, and cost containment.

•    Lead and oversee the administration of all workers' compensation and insurance claims programs. 
•    Manage, coach, and develop a team of Claims Coordinators, ensuring balanced workloads and high performance. 
•    Ensure claims are handled consistently, proactively, and in compliance with company policies and regulatory requirements. 
•    Monitor claims from initial reporting through closure, providing guidance on complex, high-exposure, or litigated claims. 
•    Serve as the primary contact for insurance carriers, brokers, TPAs, legal counsel, and claims-related vendors. 
•    Conduct regular claim reviews with carriers and TPAs to improve outcomes, reduce costs, and accelerate claim resolution. 
•    Establish and monitor key claims performance metrics and develop action plans to improve program results. 
•    Analyze claim trends, loss data, and cost drivers to identify opportunities for risk reduction and operational improvement. 
•    Prepare and distribute claims reporting and analysis to Executive Leadership, Safety, Operations, Finance, Human Resources, and Field Leadership. 
•    Partner with Finance and Accounting on reserves, audits, forecasting, budgeting, and claim-related financial reporting. 
•    Drive initiatives that reduce the total cost of risk and improve overall claims performance. 
•    Ensure compliance with federal, state, and local workers' compensation regulations and insurance requirements. 
•    Maintain oversight of workers' compensation class code governance, audits, classification accuracy, and field education. 
•    Develop, maintain, and continuously improve claims-related policies, procedures, and standard operating procedures (SOPs). 
•    Serve as the subject matter expert (SME) for claims management systems, reporting tools, and related technology. 
•    Identify and implement process improvements that enhance efficiency, compliance, reporting accuracy, and customer service. 
•    Provide training, guidance, and support to field and corporate leaders regarding claims management and injury management practices. 
•    Communicate claims updates, trends, and recommendations to key stakeholders across the organization. 
•    Manage the Certificate of Insurance (COI) process and ensure established service levels are consistently achieved. 
•    Deliver exceptional customer service to employees, clients, and internal stakeholders. 
•    Perform other duties and special projects as assigned. 

•    3 years of workers' compensation claims management experience; leadership experience preferred, or equivalent work experience and education.
•    Bachelor's degree in Business, Risk Management, Insurance, Human Resources, or a related field preferred; equivalent experience considered. 
•    Experience working with TPAs, insurance carriers, brokers, and claims vendors. 
•    Strong knowledge of workers' compensation claims administration, injury management, return-to-work programs, and regulatory compliance. 
•    Familiarity with insurance coverage, claim reserving, litigation management, and cost-containment strategies. 
•    Strong analytical, problem-solving, organizational, and communication skills. 
•    Proven ability to lead teams, drive accountability, improve processes, and influence business results. 
•    Strong customer service focus with the ability to build relationships across all levels of the organization. 
•    Proficiency with Microsoft Office and claims management systems. 
•    Staffing industry experience preferred. 
•    Commitment to Peoplelink Group's values and continuous improvement culture.

• Customer Centric

• Play Like a Champion

• Leaders Go First

• Have Each Others Back

• Always Be Learning

• Data Driven Decisions

• Get to Yes