Claims Support Specialist

As an advocate of injured employees, this position requires extensive day-to-day contact with injured employees, medical providers, supervisors, and insurance adjusters. The primary objective is to ensure injured employees understand the workers’ compensation process, and to collect and organize medical documentation, with a strong emphasis on returning employees to work and improving the timely closure of workers’ compensation claims.

Core Responsibilities

Customer Care

·         Act as first point of contact for injured employees, proactively reaching out to all injured workers within 24-48 hours of injury and more for employees experiencing lost work time

·         Provide overview of claims process to injured employees, answer their questions, and resolve issues as they arise

·         Stay in contact with injured employees via phone or e-mail to promote a safe and smooth return to work when medically feasible

·         Communicate with injured workers, medical providers, and nurse triage service on a regular basis, working toward establishing medical restrictions and return to work opportunities for injured employees

·         Work with claims adjusters, managers, and Human Resources to devise return-to-work strategies and move claims to resolution

·         Partner with cross-functional teams in Operations, Environmental Health and Safety (“EHS”), and Human Resources to provide updates on injuries and pending claims and return-to-work plans

·         Assist with occasional training for Human Resources and Operations supervisors on injury reporting and claims process

Claim Data Administration 

·         Collect medical documentation from injured employees, managers, and medical clinics to log anticipated return-to-work and restriction information into Marsden’s risk management information system (“RMIS”)

·         Respond to frequent inquiries and requests for information from third-party claims adjusters, Human Resources, and managers of injured employees.

·         Review nurse triage reports and ensure smooth flow of information between Marsden, nurse triage service, and third-party claims adjuster

·         Regularly review and maintain claim information in RMIS for accuracy and completeness, proactively addressing claims data quality issues as they arise (for example: correcting claims assigned to the incorrect location code)

·         Participate in regular (weekly) calls with EHS team to discuss OSHA recordable injuries

·         Enter data into RMIS for status updates and action items on claims

·         Report auto, general liability, and other claims to third-party administrator (workers’ comp claims are reported automatically)

Education, Skills, and Experience

·       High School diploma or general education degree (GED)

·       2-3 years of experience in a role requiring excellent organization skills, including customer service and communication skills (preference given to candidates with experience in similar roles)

·       Customer-oriented approach with injured employees and other departments

·       Able to juggle and prioritize multiple requests while maintaining cooperative attitude

·       Keeping (electronic) files neat and organized

·       Bilingual in English and Spanish preferred

Business Conduct

·         Commits to behave in compliance with the company’s values and Code of Conduct

·         Builds a culture of work safety and leads by example with one's own safe behavior

·         Treats co-workers with respect and approaches conflict with positive intent and professionalism

·         Ensures compliance with the Company’s policies and procedures

·         Asks questions to understand why we do what we do and how we do it - champions change to make improvements   

Position Type/Expected Hours of Work

Standard business hours, with occasional evening and weekend work as needed.

Marsden prefers a hybrid role with 1x-2x week in Marsden’s corporate office in St. Paul, Minnesota, but is willing to consider fully remote positions.  

Travel

Minimal, less than 5% infrequent travel.

AAP/EEO Statement

Marsden Services/ASI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.