Client Performance Manager

CorVel•Portland, OR

73d•Hybrid

About The Position

The Client Performance Manager is committed to understanding customer business objectives and working collaboratively with the CorVel Account Manager, AVP, and the claims organization to assure CorVel executes our best claim practices/standards and delivers agreed upon results. Collaborates with internal business partners to identify and address improvement opportunities and product enhancements. This position is open to remote or hybrid.

Requirements

Reliable professional with the ability to achieve balance between customer orientation and a results-driven approach
Knowledge of CorVel's services and completion of all CorVel Product Training Modules
Business acumen, coupled with enthusiasm and decorum
Excellent written and verbal communication skills and ability to build relationships
Strong presentation skills
Strong interpersonal skills and commitment to customer service
Effective quantitative, analytical and interpretive skills
Technical aptitude
Able to work collaboratively and independently
Ability to work with highly sensitive information
Highly developed organizational abilities as well as analytical and time management skills
Working knowledge of Microsoft Office Products; proficiency in CareMc is a plus
Demonstrated proficiency specifically using Excel and manipulating/organizing data
Strong leadership, management and motivational skills
Ability to interpret and utilize analytical data
Assist in OSHA data collection and reporting compliance
Bachelor's degree or combination of education and related business experience
Demonstrated experience in claims management or claims supervision
Minimum of 5 years of experience handling claims

Responsibilities

Review reserve & settlement request within CPM authority if client handling instructions require
Assist AM with client implementation and branch management with adjuster ID and training as needed
Assist with claim review file selection, internal preparation and attend review. Manage the documentation and follow up of actionable items
Attend customer meetings regarding instructions/communications or issues raised
Client Retention - Maintain continuous communication with customer(s) to ensure that claim service expectations are identified and maintained. Communicate and engage account management, branch management and senior management in account status, challenges and goals
Client Stewardship- Responsible for participating in regular stewardship meetings with account manager
Collaborates with the account manager to develop and deliver presentations as needed
In conjunction with the AM and business owner (AVP) looks for opportunities to recommend additional Corvel services
Participate in discussions and meet agreed upon standards as mutually determined by CorVel and customer
Discuss, understand, and meet agreed upon standards as mutually determined by CorVel and customer
Participate in regular CPM calls
Collaborate with Strategic Insight Team, AM, and AVP to assist with creating claim solutions and their implementation.
Partner with AM and AVP to ensure client specific audits address identified KPI's. Complete audits, combine audits from multiple sources and summarize results to ensure compliance with client expectations, identify trends and developmental opportunities
Promote adherence to client and carrier reporting requirements
Provide account service instruction revision recommendation(s)/collaborate with AM to communicate changes to service staff
Working with the AM, provide reports to internal partners outlining identified trends, development opportunities, new service opportunities, personnel concerns and/or recommendations
Provides technical and jurisdictional guidance to claims staff regarding investigation, reserving, litigation and/or complex claims
Review client overview, expectations, service instructions and key performance indicators with adjusters new to the client's program
Document and surface issues or potential service opportunities to appropriate members of the management and executive team
Utilize various reports and analytics to promote data integrity
Adhere to HIPPA regulations, policies and procedures
Follow CorVel policies and procedures
Requires regular and consistent attendance
Comply with all safety rules and regulations during work hours in conjunction with the Injury and Illness Prevention Program (IIPP)
Adhere to all company policies, best practices and procedures
Additional projects and duties may be assigned