Claims Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide direct leadership, guidance, and oversight to the Claims Support Team

• Monitor workload, capacity, productivity, and service levels

• Establish, track, and report KPIs, service standards, and quality metrics

• Serve as the primary escalation point for support issues

• Collaborate with Claims leadership to resolve operational challenges

• Conduct coaching, performance discussions, and development planning

• Partner with Claims Managers, Supervisors, and business leaders on strategic initiatives and workflow management

• Ensure adherence to company policies, claims procedures, regulatory requirements, and audit standards

• Implement and maintain standard operating procedures, process documentation, and training materials

• Identify trends, process inefficiencies, and operational risks and recommend improvements

• Facilitate onboarding, training, and cross-training programs

• Promote customer service excellence, collaboration, continuous improvement, and accountability

• Maintain proficiency in claims systems and workflows and provide hands-on assistance during peak workloads

⛳️ Requirements

• Demonstrated leadership experience in motivating, coaching, and developing employees while driving accountability and results

• Strong understanding of claims operations, claims lifecycle processes, and practices within the insurance industry

• Ability to analyze operational data, identify trends, and provide informed recommendations to enhance efficiency and productivity

• Experience in developing, implementing, and monitoring service-level expectations and quality standards

• Excellent written and verbal communication skills, along with strong interpersonal and relationship-building abilities

• Capacity to influence and collaborate across all organizational levels

• Advanced proficiency in Microsoft Excel, particularly in reporting and data analysis

• College degree or equivalent college-level education is preferred

• A minimum of 5 years of experience in insurance, claims, or related operational fields is preferred

• At least 2 years of experience in a leadership, supervisory, mentoring, or team lead role is preferred

• Experience in supporting Claims operations, service delivery functions, back-office management, or business process management is strongly preferred

🏝️ Benefits

• Medical (PPO/HDHP), vision, disability, and life insurance

• Enhanced dental plan including orthodontia coverage in addition to a standard plan

• Generous PTO plan for all eligible employees

• Paid company holidays and 4 floating holidays

• Paid parental leave

• Employee Retirement Savings Plan/401(k) with company matching and immediate vesting

• Education Assistance Program offering 100% upfront tuition reimbursement after 6 months of service for approved degree programs

• Service Recognition Program providing a monetary award toward a vacation every 5 years of employment

• Wellness Initiatives including Fitness Center and Weight Watchers Reimbursement programs

• Voluntary accident, critical illness, and hospital indemnity benefits

• Employee discount and rewards program on travel, tickets, electronics, home, and more