Address
Form of work***Nevada and Arizona Residents with an active Adjusters and/or P&C License may apply for fully REMOTE consideration.***
Title: Claims Advocate
Welcome to Insurance Office of America - one of the nation's largest and premier privately held insurance agencies! Recognized as a Top Workplaces USA Award winner, IOA's commitment to both a rewarding culture and employee satisfaction is unwavering. Prioritizing a strong work/life balance, personal and professional growth, competitive benefits, and giving back to our community aren't just cliches here - they're a part of who we are. With a growing workforce and over 60 office locations across the US and Northern Ireland, we can confidently serve our clients with an unmatched standard of excellence.
Want to learn more? Complete the application below and one of our talented recruiters will be ready to answer any other questions you may have.
Job Summary
Responsible for IOA insurance Claims Management activities including: Client advocacy, service and communication; problem claim resolution; data analysis/action; monitoring triggered activities; claims reviews/audits; work comp claim monitoring and resolution; reserve analysis; unit stat and stewardship reporting; client education/consulting; sales support; litigation process management; new client onboarding; Intake process support; team leadership; individual productivity, quality, and service levels; data management/entry; Producer communication; team and individual professional development; identification of sales opportunities; IOA core values.
What You'll Do:
- Live and champion IOA core values at all times, demonstrating the highest levels of personal character, integrity, and servant leadership.
- Meet all performance requirements regarding production, quality, and service.
- Deliver outstanding client service at all times, including proactively anticipating client needs, maintaining frequent and professional client communication, and responding quickly to any service requests.
- Serve as a client advocate, continually providing high levels of ongoing client support while identifying and implementing actions in the best interest of clients.
- Provide leadership to claims team, demonstrating a strong work ethic, positive attitude, and willingness to assist others at all times.
- Exercise discretion and independent judgment to ensure beneficial outcomes for clients and IOA.
- Actively seek to grow IOA business, including identifying and acting on sales opportunities.
- Aggressively manage any problem claims to ensure timely resolution and optimize outcomes.
- Regularly review aggravated inequity loss reports and take appropriate action on findings.
- Monitor triggered activities on an ongoing basis, and identify and execute appropriate courses of action to ensure resolution.
- Conduct/participate in claims reviews and perform claims audits as required.
- Monitor workers compensation claims via the IOA Claims Portal and identify/take appropriate action to drive them to closure.
- Perform reserve analysis to ensure accurate and timely case reserves in keeping with claims best practices.
- Prepare and deliver unit stat reporting.
- Develop and maintain positive relationships and communication with carriers necessary to effectively negotiate and influence positive claim outcomes on behalf of clients.
- Serve as intermediary between clients and carriers, working to facilitate mutually beneficial claims resolutions.
- Provide ongoing internal and external client education regarding any statute changes and state specific claims procedures best practices, including claim reporting, claim investigation, return to work, and continued claims handling.
- Develop and maintain a comprehensive knowledge of all Risk Services offerings including RiskScore, and provide consultation on and market those offerings to internal/external customers.
- Identify claims trends, make client recommendations to promote safe work environments and mitigate exposures, and collaborate with Risk Advocates to address any identified client training needs.
- Support Producer presentations and sales.
- Develop and deliver stewardship reporting in keeping with departmental standards and within required timeframes.
- Provide claims intake process support as needed.
- Identify and work with clients and carriers to execute appropriate claims strategies and solutions.
- Work with carrier claims teams to establish expectations regarding claims handling process quality, and continually monitor performance to ensure those standards are consistently met.
- Provide timely and accurate client communication regarding claim status.
- Participate in new client onboarding processes as needed.
- Maintain agency operating software system to ensure accuracy and currency of data.
- Act as back-up for teammates as needed, covering for others in their absence and ensuring overall team service excellence.
- Constantly look for, recommend, and implement process improvements and best practices to improve individual, team, and organizational effectiveness.
- Serve as claims management subject matter expert for team, answering questions, providing support, and developing solutions to client problems.
- Monitor Individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
- Assist with initial/new hire and ongoing training support within team.
- Encourage and participate in ongoing growth and professional development of all personnel within team.
- Actively promote IOA culture and a positive work environment at all times, including participation in team building and other activities.
- Maintain frequent and transparent communication regarding individual performance and activities with supervisor, and seeks, accepts, and implements performance coaching.
- Work effectively with Producers, seeking input and developing win-win solutions to any claims related process, service, quality, or productivity issues.
- Comply with all company work rules, standards, and policies and procedures at all times.
- Maintains high degree of technical competence and industry/market expertise.
- Ensure professional skills are continuously improved by actively participating in internal/external development opportunities.
- Develop and maintain positive, productive relationships with IOA leadership, peers, co-workers, teammates, and employees.
- Perform other duties as assigned.
What We're Looking For:
5+ years of claims handling experience
Licensed Insurance Adjuster
Exceptional customer service skills
Excellent multi-tasking, organizational, delegation and decision-making skills
Outstanding verbal/written communication skills
Ability to perform large work volumes with high degrees of accuracy
PC proficiency
Exceptional personal character
High School Diploma (or equivalent)
What We Offer:
- Competitive salaries and bonus earning potential
- Great benefits, including company paid health insurance
- Paid time off for holidays, vacations, and sick time
- 401K with an employer match
- Participation in our employee stock plan
- Opportunities for professional growth and career progression
- A culture that emphasizes respect for every individual
- Company commitment to work/family life balance and community service
- Teammates who share your drive for excellence
- Knowing every day you are helping our clients protect their families and businesses
Still wondering if IOA is the right fit for you?
- If you want to feel the significance of knowing your efforts have been both recognized, appreciated and rewarded, then IOA is right for you.
- If you want to feel valued and have a real influence towards the continued success of your organization, then IOA is right for you.
- If you want to feel the peace of knowing that you've made the best decision of your professional life, then IOA is right for you.
