Manager, Short Term Disability Claims - REMOTE at Guardian in Bethlehem, Pennsylvania

Job Description:

POSITION SUMMARY

Directly leads a staff of frontline team leaders across multiple sites of the Short Term Disability (STD) claim department, ensuring all teams are equipped to successfully meet business objectives. The key objectives of the STD department are to deliver high quality claim decisions in a timely fashion. to manage ongoing claims to the most appropriate outcomes, and to provide an exceptional customer experience. This requires adherence to contractual provisions and regulatory requirements, an ability to effectively apply claim management best practices and an ability to leverage resources creatively and efficiently.

CANDIDATE RESPONSIBILITIES

The primary roles and responsibilities of the Manager, STD Claims include:

• Ensuring all STD claims are accurately and fairly adjudicated according to plan provisions, established best practices and within state and federal guidelines. Utilize operational and financial reports to identify trends and opportunities to ensure optimal claim management results, including return to work efforts, positive claim outcomes, and consistent best practices across claim teams.


• Delegating, distributing and monitoring workflow across teams in the department to ensure consistent claim practices, regardless of location.


• Clear communications and cascading the claim management vision to front line team leaders and ensuring proper alignment and understanding of business objectives by all STD employees. Coach and develop team leaders to ensure all teams meet key service deliverables for turnaround times, quality and overall customer experience.


• Partners with the Assistant Vice President STD Claims to set appropriate performance objectives at the team leader and employee level.


• Communicating progress and goals and holding the teams accountable for results.


• Effective partnership with key business partners to manage and resolve issues that pertain to claim administration procedures, positive customer and client outcomes, cost containment activities, allocation of technical claim support resources, reports and quality control issues.

REPORTING RELATIONSHIPS

• This position reports to the Assistant Vice President STD Claims who, in turn, reports to the Vice President, Group Claims.

CANDIDATE QUALIFICATIONS

Functional Skills

• Expertise of dealing effectively with leadership in Sales and Account Management as well as Client Senior Leaders.


• Excellent verbal and written skills, as well as superior organization and follow-through skills.


• High level of commitment to case management, service, quality assurance, and cost efficiency.


• Thorough understanding of disability product and contracts.


• Proven ownership of identifying and resolving customer service issues

Leadership Behaviors:

• Integrity and strong interpersonal skills are essential to succeed.


• Respect for other's ideas in the workplace is critical and diplomacy and motivation skills are necessary.


• Good listener with a commitment to service and support.


• Ability to drive change and made decisions.

Position Qualifications:

• Bachelor's degree or equivalent work experience


• Minimum 5 years experience in disability claim operations


• Extensive management and leadership experience

Travel

• Up to 25% Travel - travel to/from our Bethlehem and Plano claims offices will be required, as needed.

Guardian has been helping people protect their futures and secure their lives for more than 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. As one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at guardianlife.com

Guardian 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.

© Copyright 2019 The Guardian Life Insurance Company of America, New York, NY.

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