Group Claims – Program Manager

Group Claims – Program Manager     $80 – $85,000

Comma Recruitment are looking for an experienced Group Insurance Specialist, ideally with experience in Claims, this role will not be directly handling claims but requires a Program Manager to build relationships and manage and coordinate Group Programs.

This role is primarily responsible for working directly with clients and working many internal resources and departments to coordinate our services, as well as direct supervision of claims staff.

The Program Manager would also work with Account Executives, Client Service Representatives and/or other internal resources, as well as directly with our client base.

Responsible for:

• Managing group disability client block and claims staff; developing and maintaining long-term  relationships by providing excellent customer service and consultative support on Disability Programs.
• Driving growth within customer base. Tasks include:

Respond to client inquiries & service requests pertaining to their Disability programs and services . Supervise and evaluate staff (performance reviews). Plan, direct, monitor and oversee staff schedule, workload and deadlines.  Make modifications when needed to meet goals.

• Provide staff with support, advice, instructions, approval and resolution to unusual claims.
• Deal with complex, difficult / unusual inquiries, complaints and situations. Identify, define and take appropriate action to resolve.
• Ensure that objectivity, tact and clear written and verbal communications are maintained in highly sensitive situations.
• Attend client/broker/TPA meetings, as needed.
• Assist in defining, developing and implementing departmental policies and objectives.
• Responsible for the execution of Disability programs
• Responsible for program governance including review of internal reporting and  identification of issues
• Issuing reports to clients
• Managing the renewal process with appropriate internal teams
• Responsible for client support, annual planning preparation and meetings where appropriate
• Responsible for execution of group disability management program
• Act as a liaison with internal departments to resolve issues that may arise with clients
• Follow up on manager consultations
• Responsible for Customer Relationship Management

 

Qualifications and Experience:

• Detail oriented with strong organizational and time management skills
• Ability to perform multiple tasks effectively and concurrently
• Demonstrated ability to manage relationships and influence key stakeholders
• Demonstrated ability to work effectively under pressure and within a collaborative
• Team oriented environment using sound judgment in decision making skills
• Excellent verbal and written communication skills.
• Strong analytical and presentation skills
• Demonstrated performance consulting, leadership and management skills, and the ability to present to branch management an large groups with the capacity to conduct one-on-one training
• Demonstrated strong functional and technical skills and/or the ability to grasp technical concepts quickly
• Strong background in Group Disability Insurance

 

Education:

• 5-10 years of complex claims handling experience required;
• Preferable work experience in a client interactive claims capacity role
• Strong development, facilitation, and presentation skills preferred
• Demonstrated sound knowledge of the Group insurance industry, claims, and related client relationship experience preferred
• Proficient with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Coaching and mentoring background an asset
• Ability to be flexible, multi-task and work with limited direction

Please forward resume to [email protected]