Sr Manager, Claims - Globe Life Inc.

Sr Manager, Claims

Primary Duties & Responsibilities

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Sr Claims, Manager-FHD? Globe Life is looking for a Sr Claims, Manager-FHD to join the team!

In this role, you will be responsible for being a subject matter expert for Life, Accident and Health clams at Globe Life Family Heritage Division overseeing all activities relating to claims adjudication and support. This position is responsible for overseeing the training and development for the department leadership and their teams. You will be an expert in all life, accident and health products, monitoring claims status reporting, overseeing activities to ensure compliance standards are met and have strong customer service skills. 

This role includes technical support, claims examination, quality assurance, product management, strong customer service along with the responsibility for meeting key performance indicators. This position will be responsible for maintaining a department of claim associates and providing technical/jurisdictional direction for accurate and timely claim adjudication. You will assist with responding to regulatory/legal inquiries and will work closely with other business partners for a variety of requests and projects. 

 This is an Hybrid position located in Broadview Heights, Ohio. Work Onsite Tuesday-Thursday and Remote Mondays & Wednesdays.

What You Will Do:

•       Attainment of all performance measures on a consistent level such as Claims turnaround, quality, service level and customer satisfaction.

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

•       Network and work closely with operational and administration teams.

•       Oversee customer escalations to ensure they are resolved effectively and timely.

•       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.

•       Collaborate across departmental functions, to implement needed Claims initiatives to improve Company best practices.

•       Act as a resource and role model for all members of the Claims department.

•       Morale and motivation of the Claims department.

•       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.

•       Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities.

•       Work with legal and compliance on regulatory inquiries.

•       Review high dollar 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 department.

•       Cultivate a positive high performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, customer service and creativity.

•       Establish and execute processes 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.

•       Serve as liaison to other departments to gather requirements and implement new initiatives to improve support services.

•       Complete monthly/ad hoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision making.

•       Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.)

•       Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions.

•       Provide expertise and leadership support to team in resolving complex claim issues.

 What You Can Bring:

•       Bachelor’s Degree or at least five years claims insurance experience in an area of responsibility.

•       Minimum 3 years leadership experience.

•       Health Claims experience preferred.

•       Strong written and verbal communication skills with focus on audience.

•       Exceptional analytical/problem solving, organizational skills a must.

•       Must have a high level of quality focus on providing excellent customer service.

•       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 solutions.

•       Strong analytical and interpretive skills.

•       Exceptional customer service skills.

•       Excellent time management skills, with the ability to work under rigorous deadlines.

•       Strong presentation skills including ability to present complex ideas to upper management in a professional manner.

•       Skillful in Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.).

•       Excellent oral and written communication.

•       Independent worker able to make autonomous decisions with minimal supervision.

•       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 a positive culture and work environment for employees.

•       Ability to develop departments team leaders and identify future leaders.

Applicable To All Employees of Globe Life Family of Companies:

•       Reliable and predictable attendance of your assigned shift.

•       Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

 •       Competitive compensation designed to reflect your expertise and contribution.

•       Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.

•       Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.

•       Wellness club reimbursements and gym discounts to help you stay on top of your health.

•       Paid holidays and time off to support a healthy work-life balance.

•       Parental leave to help our employees welcome their new additions.

•       Development training programs to enhance your skills and career progression and unlock your full potential.

 INDGLA1001

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.