Program Manager Retro Claims - Sedgwick Claims Management Services, Inc.

PRIMARY PURPOSE: To oversee Integrated Services technical and operational functions within assigned offices including compliance with company standards, industry best practices, and client services; to ensure consistent delivery of disability/workers compensation/general liability services including direct operational responsibility of a company office in the location where manager resides; to handle the staffing and training needs, staff development, and career and succession planning; to oversee budget preparation for assigned offices; to determine account management strategies related to client service plans; and to oversee retention of existing clients, customer satisfaction, client surveys and complex service models.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Oversees Integrated Services operations and program management for a specific large client or area.
• Establishes policy and procedures to assure compliance to best practices, claims management services standards, state regulations and client service requirements.
• Establishes business plan with goals and objectives for assigned area and locations/offices.
• Monitors management reports relating to assigned area/office performance.
• Assists with the coordination of sales and client service efforts.
• Provides stewardship reporting to clients; identifies and educates clients on issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance; reviews and identifies areas of potential improvement in order to ensure satisfied clients.
• Performs client renewal, contract revision and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as required.

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred. CPCU, ARM, AIM and/or AIC certifications preferred. Licenses as required.

Experience

Ten (10) years of related experience or equivalent combination of education and experience required to include six (6) years of claims management experience and (1) year of supervisory experience in a claims management environment.

Skills & Knowledge

• Strong technical knowledge of disability and workers compensation claim administration
• Demonstrated problem solving skills
• Excellent interpersonal and consultative skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $90,000--$95,000. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.