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Head of Medical Operations
3 months ago
Why USAA?At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We are currently seeking a dedicated Manager, Claims Operations – DCT (Dedicated CAT Team).
We offer a flexible work environment that requires an individual to be in the office 4 days per week. Relocation assistance is not available for this role.
As a Manager, Claims Operations, you will lead and be accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provide feedback on the process and leads organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and procedures.
Inspect and review quality of claim files and provide feedback to employees as appropriate.
Coach and drive awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
Handle workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
Handle escalations and makes appropriate decisions based on the policy.
Facilitate and guide employees through skill identification and developing for career progression and support projects by serving as a subject matter expert.
Hire, develop, and coach claims employees for results delivery.
Consistently coach employees on claims handling and find opportunities to improve overall process and engagement.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Bachelor’s degree; 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
~2 years of direct team lead, supervisory or management experience.
~ Experience using and interpreting data to make decisions.
~ Demonstrated leadership, initiative, customer service and/or claims handling skills.
~ Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.
Existing Manager in Property Claims
~5 years of property claims experience handling moderate severity Homeowners or Dwelling claims
~ Knowledge of property claims contracts and interpretation of case law
~ Experience handling catastrophe claims
~ Ability to work weekends and overtime if needed
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
