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Workers Compensation Claims Supervisor

2 months ago

Des Moines, United States EMC Insurance Full time

At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.

Essential Functions:

  • Supervises assigned workers' compensation (WC) claims team
  • Reviews all claims files assigned to team and analyzes files for necessary facts, including reaching out to appropriate parties to gather any missing information
  • Assigns claims to the appropriate handler with the right skills and experience based on review of the file
  • Provides direction and recommendations for claims handling to ensure best practices and EMC claims philosophy are being followed
  • Guides team through complex questions of coverage, compensability, liability, claim value and strategy for resolution
  • Handles complex commercial WC claims as needed
  • Reviews and approves independent medical examinations (IMEs), denial, and state required letters when appropriate
  • Oversees and monitors the workload and performance of the team
  • Guides team through complex work issues and answers questions
  • Routinely meets with team members to monitor business decisions made to ensure compliance with authority levels, good faith claim handling, and regulatory requirements
  • Ensures files are properly documented and monitors claims system productivity metrics
  • Collaborates with team members to establish performance goals and monitors status, conducts performance reviews and provides coaching
  • Resolves disciplinary issues, reviews results, action plans, and progress
  • Fosters an innovative culture, including supporting new ideas and providing guidance on potential changes
  • Encourages team to maintain all necessary licensing and designation requirements, including continuing education credits
  • Develops and fosters excellent customer relations as it relates to WC claims
  • Monitors customer service metrics and ensures that customer experience levels are being met
  • Collaborates with Underwriting and Marketing to educate agents when requested on EMC products and services to ensure agents and customers receive superior customer experiences and select EMC as their carrier of choice
  • Communicates with agents proactively and anticipates agents' and insureds' needs
  • Other duties as assigned
Education & Experience:
  • Bachelor's degree or equivalent relevant experience
  • Eight years of experience in workers compensation claims adjusting or related experience, including experience with large and complex claims
  • Attainment of all applicable state licenses as required within six months of hire
  • Prior leadership or supervisory experience preferred
  • Insurance designations, such as INS, AIC, and CPCU preferred
Knowledge, Skills & Abilities:
  • Excellent understanding and application of workers compensation loss claims techniques and a current knowledge of property estimation practices and property claims techniques
  • Advanced knowledge of insurance terms and coverages in commercial lines
  • Strong leadership qualities with the ability to motivate staff
  • Excellent knowledge of computers and claims systems
  • Excellent organizational, written and verbal communication skills
  • Excellent ability to gather and analyze a variety of data points to appropriately triage claims handling
  • Advanced investigative and problem-solving abilities
  • Occasional travel required; a valid driver's license with an acceptable motor vehicle report per company standards required if driving


Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

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