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    Globe Life And Accident Insurance Company
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Vacancy expired!

The Director of Life claims, DTC Claims is responsible for being a subject matter expert in the field of life claim adjudication. This position will be responsible for overseeing the training and development for all DTC life claims Supervisory staff and their teams. The position will be an expert in all DTC life products, monitoring claims status and its reporting, and overseeing activities to ensure standards are met. The Director is responsible for understanding and executing the company's life claims management strategy, keeping up to date on regulatory compliance standards, implementing process changes as needed, and meeting key performance indicators within department expense projections. This position will be responsible for maintaining a department of claims associates and providing jurisdictional direction for accurate and timely claim adjudication. This position will assist with responding to regulatory inquiries and will work closely with other business partners to implement standardized business processes for Globe Life's insurance lines. This role also includes technical support, claims examination and product management, as needed.

  • Develop and implement effective forecasting and capacity planning to accurately predict required staffing

  • Develop retention strategies and build bench strength within the organization to achieve overall turnover goals
  • Oversee execution of workflow in shared platform to monitor and respond to performance levels
  • Perform off-cycle quality reviews/claim audits to ensure proper handling, documentation, and compliance with regulatory standards
  • Write process change memos, as needed, and successfully implement changes appropriately
  • Develop and interpret regular [and ADHOC] reports to identify issues to escalate and advise to Executive management
  • Present [complex] information to key stakeholders in a manner which influences acceptance of innovative suggestions
  • Lead or partner on claims and other business projects, as needed, concurrently with daily responsibilities
  • Work with legal and compliance on regulatory inquiries
  • Provide expertise and leadership support to team in resolving complex claim issues
  • Review high cost claims and claims over the authority level of individual examiners for accuracy and compliance adherence
  • Ensure each associate is equipped with the tools, knowledge and resources to be successful in their role while also recognizing training gaps and opportunities for retraining
  • Conceptualize innovative technical solutions that translate into efficiencies within the unit
  • Collaborate with team leader and HRBP to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines
  • Assist with writing value-based performance appraisals and conduct effective colleague performance discussions
  • Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training
  • Cultivate a positive high performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity

  • Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.)
  • Attainment of all performance measures such as claims turnaround, quality, SLA's, and customer satisfaction

  • Oversee customer escalations to ensure they are resolved effectively and timely
  • Oversee quality assurance including issue resolution, efficiency potential, and development of performance metrics
  • Analyze existing operational processes for opportunities to make the team more efficient and productive.

  • Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality standards.

  • Advise Executive leadership team regarding evaluation of data for overall performance, trend identification, best practices, issue resolution, and risk mitigation to guide strategic decision making

  • Establish and maintain cross organizational relationships that align with company goals.
  • Collaborate across departmental functions, as needed, to implement needed claims initiatives to improve department /or corporate best practices
  • Act as a resource and role model for all members of the Claims department.

  • Positively affect the morale and motivation of the management support team.

Required Skills:
  • Experience interpreting contractual language in all Globe Life products
  • High technical aptitude and ability to learn and navigate new systems quickly
  • Strong problem solving skills with ability to use combination of analysis, experience and judgment to develop feasible solutions
  • Background in forecasting and trending data
  • Demonstrate analytical and data interpretation skills
  • Excellent time management skills, with the ability to work under rigorous deadlines
  • Excellent presentation skills including ability to present complex ideas to upper management in a professional manner
  • Strong knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.)
  • Confidence to make autonomous decisions with minimal supervision
  • Effective at change management and the ability to adjust plans, goals, actions or priorities to meet changing situations and competing priorities
  • Must take ownership of tasks, projects, and relationships and follow through on obligations
  • Able to foster and sustain a positive culture and work environment for all employees

Required Experience:
  • Bachelor's Degree in a related field
  • Minimum 8 - 10 years management/supervisory experience
  • Minimum of 5 - 7 years in insurance industry; some direct to consumer experience LOB, preferred
  • Strong written and verbal communication skills with focus on audience
  • Exceptional analytical/problem solving, organizational skills a must

Previous leadership development courses/classes, preferred

Vacancy expired!

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