Job Information
Penn National Insurance Team Leader, Inservco Centralized Claims Services - 70387 in Harrisburg, Pennsylvania
Team Leader, Inservco Centralized Claims Services - 70387
DESCRIPTION/RESPONSIBILITIES: The Team Leader, Inservco Centralized Claims Services position manages a team of Claims Service Representatives (CSR's), comprised of employees residing in the Inservco Harrisburg Office, by planning and directing their activities to ensure the accurate and timely processing of CSR functions, which contributes to quality claims service according to the established guidelines of Inservco.
COMPETENCIES AND ESSENTIAL DUTIES OF THE TEAM LEADER, INSERVCO CENTRALIZED CLAIMS SERVICES Team Building * Manages, monitors and trains staff to ensure they have the technical expertise to perform all assigned duties accurately and to ensure processing service levels and standards are met. * Coordinates continuous training efforts in order for team members to achieve individual potential and establish a highly effective operation.
Problem Solving * Identifies and provides solutions to day-to-day problems within the Centralized CSR Team -- pertaining to both workflow and personnel issues. * Managing Performance * Plans, organizes, and directs the work assigned to the Centralized CSR Team. * Monitors statistics to ensure CSRs are meeting established goals and metrics. * Performs quality and compliance audits for CSR metrics.
Conflict Resolution * Presents and seeks potential solutions or actions, building on others' ideas.
Action Oriented * Participates in hiring staff when necessary and evaluates the performance of the Centralized CSR Team employees. * Develops, updates, and distributes written Standard Operation Procedures and instructions needed as a result of new or modified procedures and policies. * Provides metrics to management as requested for CSR functions.
Performs various projects requested or assigned by the Manager, Inservco Business Process, or other Inservco Management personnel.
CORPORATE CORE COMPETENCIES OF THE TEAM LEADER, INSERVCO CENTRALIZED CLAIMS SERVICES Effectively Communicates and Connects * Articulates information clearly, explaining complex information effectively and confidently in presentations to team members. * Influences team members on key topics by presenting compelling rationale and persuasive arguments. * Negotiates effectively to get the best outcome for all. * Provides feedback to team members. * Encourages team members to provide feedback. * Builds and sustains positive relationships with colleagues and team members.
Customer Focused * Anticipates current and prospective customer needs, preference trends, and patterns. * Develops long-term relationships with customers by developing trust through managing expectations and treating customer requests as priority. * Responds quickly and creates high quality solutions for complex customer needs. * Builds metrics and operational goals to measure and define superior customer experiences. * Seeks to understand the customer to deliver on superior customer experience.
Talent Development Mindset * Discusses and recommends meaningful opportunities to further technical and professional development of team members. * Actively seeks and acts on opportunities to recognize team members for high performance. * Discusses with team members their expected contribution and how their work fits into the bigger picture. * Invests time and effort to mentor team members.
Demonstrates Adaptability * Considers how different approaches to an existing process or method might be better, trying together seemingly disconnected information and transforming processes for better efficiency and efficacy. * Generates well-formed ideas that have the potential to provide effective alternative methods of working for self and the team. * Takes an active, supportive role in change initiatives, and develops and suggests implementation plans for leading others through change. * Ensures project targets ar consistently met by addressing challenges and overcoming obstacles while also eliminating low value or no value work.
Demonstrates Accountability * Collaborates to make decisions effectively for own and other's work, standing by them if challenged and taking responsibility for outcomes. * Demonstrates accountability by always being available to the team and delivering on commitments on time, guiding others to do the same. * Sets expectations and priorities, allowing team members to meet objectives and operated effectively.
SPECIAL RELATIONSHIPS FOR THE TEAM LEADER, INSERVCO CENTRALIZED CLAIMS SERVICES * Direct contact with various levels of Inservco Management * Direct contact with the Inservco Claims Managers, Team Leaders, and Claims Representatives * Direct contact with various levels of Inservco IT personnel * Direct contact with members of the Centralized Imaging Team
QUALIFICATIONS FOR THE TEAM LEADER, INSERVCO CENTRALIZED CLAIMS SERVICES Education/Credentials * High School diploma or GED required. * Continuing education in IIA-related courses (Supervisory Management, Intro to Claims, Property and Liability Insurance, etc.) desired
Experience * Minimum of five years progressively responsible experience in a customer service environment, preferably in a TPA claims processing role. * Minimum of two years of supervisory experience, or substantially similar work experience that demonstrates managerial and/or leadership skills required
Technical/Professional Knowledge * Good interpersonal skills, with the ability to interact in a professional and tactful manner * Good communication skills -- both verbal and written * Good organization and planning skills * Good problem-solving and analytical skills * Good Personal Computer skills, with an emphasis on Microsoft Office Suite * Good typing skills * Basic mathematic skills * Basic training skills * Working knowledge of claims automated processing systems, and the role of the Claims Service Representative in a property/casualty Claims Department, preferred
JOB REQUIREMENTS (as required by ADA -- Americans with Disabilities Act) * This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment. * Must be able to see and effectively use a computer monitor. * Must be able to operate a computer, keyboard and applicable printers and other general office equipment. * Must be able to access and enter information accurately using automated systems. * Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients. * Must be able to present information to individuals and groups. * Must be able to interpret and apply concepts that may or may not be based upon established guidelines. * Must be able to maintain acceptable attendance and adhere to scheduled work hours. * Must have a valid driver's license and be able to operate a motor vehicle. * Must be able to travel, with overnight stays as required.<