Senior Director, Claims and Client Services

Job Type Full-time Description

This is a dynamic leadership position that reports directly to an Associate Vice President of the Liability Division. This position is multifaceted and includes the following primary areas of focus:  

Culture – every member of the Intercare team is responsible for nurturing and promoting a healthy culture. Our culture is the most important element of our success. Intercare’s culture is defined by our Core Values:  

INTEGRITY: Reinforces our commitment to Transparency

COLLABORATION: Strengthens our passion for Customer Service

ACCOUNTABILITY: Supports our actions

RESPECT: Inspires us to do the right thing

EXCELLENCE: Drives our outcomes

We are a positive and supportive team that works closely together to ensure succeed for all. Our common goal is to provide a healthy work environment for our colleagues and exceptional service and work product for our clients.  

Management – this leader is responsible for growth, development and productivity of a team of 3-6 as well as the success of the various programs managed by the team. Expectations regarding team leadership and account management are best described by our mission:

Mission: To be the leading third party administrator offering professional and technological resources through pro-active and aggressive claims and managed care solutions in support of our clients’ objectives. Innovative processes and state-of-the-art technology support our people. Exceptional individuals provide the human element needed to deliver excellent service and drive excellent outcomes.

This leader is responsible for manage the Claim Representatives/Adjusters as well as developing and maintaining strong relationships with our clients. This leader is responsible and accountable for the client service, work quality and work efficiency of the claims team. The nature of the work involves coaching and counseling the claims team including training, mentoring, monitoring work product to assure compliance with client and industry requirements as well as company rules and regulations, conducting performance evaluations, and instituting corrective action when appropriate. This leader will prepare and present data and stewardship reports to each client. This leader may also carry a caseload.  

Operations – the leader works closely with the other managers, supervisors and the EVP of Claims to run the Liability Division. This includes the responsibilities of day-to-day operations such as education, training, internal and external meetings, contract renewals, internal and external audits, ensuring compliance with national statutory and regulatory requirements for claims management, strategic planning, and drafting or revising policies, procedures, best practices, forms and client instruction guidelines. We are also looking for ways to be better for each other and our clients.  

Marketing & Growth – the leader works closely with every member of the Intercare team to carry out our vision to promote growth:

Vision: To be recognized as the most trusted and innovative partner in providing Claims and Managed Care solutions that are tailored to the specific needs of our clients.

Every contact and interaction that this leader makes has the potential to develop additional business with current clients as well as develop new business for the Intercare team. This leader must be relationship focused and growth oriented.  

• Monitor productivity and compliance trends of the division for implementing procedural adjustments, as necessary, to enhance or improve productivity and results.
• Revise and develop division policies, procedures and forms to ensure compliance with industry best practices.
• Develop and present training and educational programs for colleagues and clients.  
• Assist with contract renewal and negotiations.  

Marketing & Growth

• Maintain the mindset that everyone is a potential client.  
• Actively and consistently network with colleagues, clients, risk managers, carriers, brokers, captive managers, co-defendants and other service providers to cultivate new business. 
• Attend national conferences and network on behalf of Intercare to cultivate new business.  
• Prepare and participate in submissions for national speaking opportunities.  
• Participate in national speaking engagements.  
• Participate in oral presentations in response to RFPs.  

Requirements

Competency:

To perform the job successfully, an individual should demonstrate the following competencies: 

• An open mind, an eagerness to learn, a positive attitude and healthy curiosity.  
• Strong communication skills including being open and respectful of everyone, regardless of their position or role in the world.  
• Fle