Operations Associate

Mission

The Ops Associate will support all ops departments. In particular, the Ops Associate will focus on HR and Workers' Compensation teams to accept, evaluate, and manage both unemployment and workers' comp claims. This person will be responsible for understanding the processes for each state and WC carrier, and corresponding with clients, states, and carriers. They will be responsible for managing cost/claims, tracking updates, reporting to leadership, and providing the HR team what they need for hearings.

This person will also ensure OHR remains in compliance on important reporting, and supports ops teams as needed with tier 1 tasks.

As the person in this role grows their expertise and ability to assist clients and ops leaders, they will be able to learn all aspects of the business. This role could be an onramp to more client-facing roles in other departments.

Outcomes/Key Measures of Success

• Maintaining or decreasing insurance costs through proper claims management
• On-time resolution of both workers' compensation and unemployment claims
• Clean, easy to track reporting on claims submissions, decisions, success rates, etc.

Responsibilities

Workers' Compensation

• Accept injury reports from clients; Review and obtain additional information where necessary.
• Work with carriers, third party administrators, and injured employees to manage claim and get employees back to work quickly
• Track claims throughout the process, report to leadership
• Corresponding with clients as needed

Unemployment:

• Respond to claims from state agencies by providing data and appealing as necessary
• Track claims throughout the process, report to leadership
• Correspond with clients as needed

Operations:

• Manage all state and federal reporting (weekly, monthly, annual updates)

Tax/Accounting:

• Assist with tier 1 tasks such as reporting, rate management, and research as needed

Competencies

• ANALYSIS SKILLS. Competent with Microsoft Excel and Google Sheets. Identifies significant problems and opportunities. Analyzes problems in depth. Relates and compares data from different sources. Able to determine root causes and subtle relationships among data from various sources. Exhibits a probing mind. Achieves penetrating insights.
• ORGANIZATIONAL SKILLS. Updates and maintains client records in Salesforce and effectively hands off client questions internally when appropriate. Takes personal ownership to ensure tasks are completed in a timely manner. Strong attention to detail.
• JUDGMENT/DECISION MAKING. Demonstrates consistent logic, rationality, and objectivity in decision-making. Achieves balance between quick decisiveness and slower, more thorough approaches, i.e., is neither indecisive nor a quick judge. Shows common sense. Anticipates consequences of decisions.
• CUSTOMER OBSESSION. Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner" relationships with customers. Regarded as visible and accessible by customers.
• VERBAL COMMUNICATION. Communicates effectively one to one, in small groups, and in public speaking contexts. Demonstrates fluency and "quickness on one's feet", clarity of organization of thought processes, and command of the language. Easily articulates vision and standards. Keeps people informed.
• WRITTEN COMMUNICATION. Writes clear, precise, well-organized emails, memos, letters, and proposals while using appropriate vocabulary and grammar and creating the appropriate "tone".
• TENACITY. Demonstrates consistent and passionate strive to achieve results. Conveys strong need to win. Reputation for not giving up.
• EXPERIENCE. 3+ Years customer service and/or analytics experience