Claims Supervisor, First Report Unit

Full-time - Mid Level

Horsham, PA

1,001-5,000 employees

Nursing and Residential Care Facilities

About the position

The First Report Unit Supervisor is responsible for managing the level of service provided by the unit, conduct quality analysis, and train and monitor the performance of the First Report Claim Technicians.

Responsibilities

• Continually promote teamwork through effective leadership.
• Monitor/Report results from Call Management System (CMS) to maintain proper phone coverage and address service levels.
• Handle exceptions/complaints/inquiries, both written and oral.
• Take and/or key first reports as needed.
• Train new associates as well as provide ongoing training to current staff.
• Perform telephone quality reviews on Claim Technicians as well as record, file and communicate results.
• Prepare and submit service requests for FNOL changes.
• Participate in system testing as needed and document results.
• Develop spreadsheets for tracking various results as requested by management.
• Interview candidates and make hiring recommendations.
• Provide performance feedback to associates.
• Scheduling of staff.
• Complete analysis of available metrics for continuous improvement within the organization.
• Work with other units in the office and company to provide support for their processes and to have them provide support to FRU during times of high volume.
• Available to be 'on call' for problem solving during off hours.
• Perform other duties as assigned.

Requirements

• Bachelor's degree from a four-year college or university with 5 years of claims or other applicable experience.
• Working knowledge of Microsoft Products (Word, Excel, and Internet).
• Working knowledge of ClaimsPro, FNOL, Polstar and Image Right.
• Excellent verbal and written communication skills.
• Strong leadership skills.