Job Description

Are you a successful leader who is experienced in leading a team of Claims professionals? Do you have experience leading a team that is responsible for providing subject matter expertise on the clients leave and disability policies, providing exceptional customer service to employees and managers employed by the client? Is a culture where People Count, We Do the Right Thing, and We Hold Ourselves to Very High Standards important to you? If so, ReedGroup is seeking a Claims Operations Manager with experience meeting team service goals and objectives including metrics.

A strong focus on the performance, culture and overarching Customer Operations Claims processes is critical in this role. Ensuring Claims professionals are aligned with corporate and client objectives and providing the best customer experience is also key to the success of this individual. As well as consistently achieving productivity, SLA performance and customer satisfaction targets.

The below represents the primary duties of the position, others may be assigned as needed. The requirements listed below are representative of the knowledge, skill, and/or ability required.

You will:

> * Be responsible for communication between the Customer Care team, Administrative team and the Clinical team, for all parties in Family and Medical Leave Act (FMLA) client absence programs including employees, client company, health care providers and clinical partners
> * Provide leadership to the Claims professionals
> * Ensure legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits
> * Assists the Claims team in identifying potentially fraudulent cases
> * Act as a liaison between the Case Managers and Customer Care Representatives
> * Escalate cases to the Clinical Case Manager as applicable
> * Be responsible for creating and maintaining schedules for the team
> * Serve as a Subject Matter Expert on Leave of Absence programs at Reed Group and support the team with expert knowledge of client specific details
> * Partner with Team Leaders from the Customer Care and Service organization to provide strategic and operational guidance to improve the overall customer experience
> * Lead a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals
> * Focus on building talent and people capability to enable a high-performance culture
> * Demonstrate experience leading, mentoring and inspiring staff to achieve superior results
> * Analyze trends to identify self-service or offshore opportunities to drive business efficiencies
> * Create and maintain a collaborative team focused on effective, high quality client service
> * Respond timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication
> * Monitor team for productivity and quality client service
> * Ensure staff schedule adherence
> * Communicate important information on new/updated processes and procedures to staff
> * Provide ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problem
> * Build strong client relationships and provide quality service in an effort to retain client base
> * Serve a vital role in coaching the team and being the escalation point for complex incidents
> * Serve as the liaison between the Director and the team
> * Identify opportunities for continuous improvement
> * Manage to the established Key Performance Indicators (KPIs) and ensure Performance Guarantees are met
> * Demonstrate adherence to Reed Group values and performance guidelines
> * Manage and oversee workload, performance management, personnel management, and goal setting for the team
> * Provide weekly updates to management on team progress
> * Experience managing complex client relationships
> * Participate appropriately in client meetings and implementations
> * Support sales team by participating in finalist presentations
> * Perform side by side listening/shadowing and coaching with team members to assist in the further development of staff
> * Be a positive, energetic and results oriented team player
>
You have:

> * An Associate Degree or equivalent work experience
> * A minimum of 3 years of Claims leadership
> * The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments
> * Excellent interpersonal communications skills both written and verbal
> * Advanced problem-solving and analytical skills
> * Excellent communication and relationship building skills
> * Previous supervisory experience and the ability to prioritize and assign work
> * Advanced level computer skills using Windows 2000 and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook
>

Critical Core Competencies:

> * Adaptable, flexible, and able to lead/manage the team through change
> * Effectively navigate organizational complexity, understanding the interdependencies and priorities
> * High degree of intellectual agility to handle complex business and technical issues
> * Superior critical thinking skills with a proven analytical business acumen.
> * Exceptional leader of people who can mentor and build capabilities within teams
> * Demonstrated talent management recruiting and retention strategies
> * Technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience
>

In addition to the start of a great career path, we offer our employees:

> * Medical, dental, vision, and prescription plans no waiting period, available day one!
> * Paid training
> * Paid parental leave and backup family care
> * 401k
> * Attractive Paid Time Off (PTO) Available upon completion of training
> * Life and disability insurance
> * Tuition assistance program
> * Wellness discounts
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About ReedGroup:

As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees supporting a thriving, engaged, and skilled workforce.

ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.

ReedGroup is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.