Claims Operations Supervisor

LWCC People Operations•Baton Rouge, LA

12d

About The Position

Leads the development and delivery of training programs across all claims functions; this includes: Workers’ Recovery Professional Associate (WRPA) program, new hire onboarding, 360Care, and external training. Responsible for the leadership of a multidisciplinary Claims Operations Team that includes Recovery and Claims Service Representatives. Responsible for tracking team goals, mentoring staff, and enhancing overall job performance of the team. Supports the Operations Manager in managing departmental functions and ensures excellence in recovery and customer experience. Collaborates with the VP of Claims Operations to align departmental strategies with broader operational and claims objectives.

Requirements

Bachelor’s degree and at least five (5) years’ experience handling workers’ compensation claims.
Knowledge of subrogation and Second Injury Fund required.
Must also be willing to follow 3-5 year individual development plan focused on the areas of leadership and management training.
Strong character
Alignment with company values, mission, and vision
Trustworthy and honest
Ability to evaluate and make decisions regarding problem situations; set priorities and adapt to multiple demands with minimal supervision
Curious and persistent
Creative
Self-starter and capable of working independently
Passion for innovation
Willingness to learn
Adaptive to change (tolerance for ambiguity)
Desire to collaborate to achieve corporate goals
Ability to define problems, collect data, establish facts, and draw valid conclusions
Strong communicator
Ability to rapidly assimilate and work with the organization’s business systems
Effective communication skills
Empathetic listener and open-minded
Commitment to accountability

Nice To Haves

Minimum of two (2) years as a Sr. Claims Representative/Claims Specialist strongly preferred.
Knowledge of Medicare and NCCI reporting strongly preferred.
CPCU, ARM, AIC preferred. Otherwise, willingness to obtain CPCU designation or other Master programs preferred.
Preferred candidate should also have a working knowledge of Louisiana Jones Act Coverage, and USL&H Workers’ Compensation Act Coverage.

Responsibilities

Collaborates with the VP of Claims Operations to develop and communicate goals to team members, making clear connections to departmental and corporate vision and strategic direction.
Develops, coordinates, and implements claims training programs. Directs and assists in the training and development of the claims staff.
Leads structured onboarding for new hires across the claims department.
Responsible for creating and maintaining training materials, manuals, job aids, and e-learning modules.
Partners with Claims Supervisors and Managers to identify performance gaps and deliver targeted training.
Ensures training aligns with company policies, industry standards, and regulatory requirements.
Elevates training effectiveness using key performance indicators, feedback, and post-training assessments.
Oversees the recovery team. Provides timely claim service on subrogation and Second Injury Fund matters within the operations disciplines and complies with sound claim handling techniques in compliance with statutory and regulatory requirements.
Oversees the Claims Services Representatives and team lead. Provides continuous training and feedback that focuses on enhancing the customer experience.
Manages the team’s expenses within specified budgetary considerations.
Provides effective communication to the team to include regular departmental meetings and monthly one-on-ones.
Serves as a member of the Claims Management Team and provides input on strategic initiatives and goals.
Assists with management of technology projects that impact the way claims are processed. Continuously seeks methods to improve the use of technology to deliver exceptional customer service and move the department forward.
Leverages technology like artificial intelligence (AI) and learning management systems (LMS) to enhance self-study learning.
Assists with leading the effort of future digitization to enhance the customer experience with 360 Claims.
Provides regular and consistent feedback to claims staff on customer experience.
Trains staff to explain benefits, timelines, and decisions in plain language to promote a better experience for the customer.
Promotes the 360Care service model in all trainings.
Continuously reviews industry trends like telemedicine, AI triage, and digital self-service to evolve the experience for customers.
Holds a high-level understanding of state workers’ compensation coverage and United States Longshore and Harbor (USL&H) Workers’ Compensation Act coverage.
Has a thorough understanding and knowledge of workers’ compensation claims processes and regulations to provide guidance and training to the claims teams, representatives and operations.
Holds a high-level understanding of Second Injury Fund and subrogation.
Leads the development and execution of a comprehensive claims training program for the claims staff.
Performs other duties as directed or required.