Complex Claims Consultant, Aging Services

CNA•Lake Mary, FL

1d•Hybrid

About The Position

At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. CNA is a market leader in insuring skilled nursing, assisted living and independent living facilities. This role will support the business and interact closely with internal business partners such as Underwriting, to share claim insights that aid in good underwriting decisions. The Healthcare Claims team is seeking a Complex Claims Consultant to support the Aging Services segment. This individual contributor role is responsible for the overall investigation and management of Aging Services claims in multiple states. The consultant is recognized as a technical expert in the interpretation of complex or unusual policy coverages in their area of expertise. Under general management direction, this role works within assigned limits of broad authority on assignments requiring a high degree of technical complexity, coordination and excellent customer service. This position enjoys a flexible, hybrid work schedule and is available in any location near a CNA office.

Requirements

Thorough knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
Strong communication and presentation skills both verbal and written, including the ability to communicate business and technical information clearly.
Demonstrated analytical and investigative mindset with critical thinking skills and ability to make sound business decisions, and to effectively evaluate and resolve ambiguous, complex and challenging business problems.
Strong work ethic, with demonstrated time management and organizational skills.
Ability to work in a fast-paced environment at high levels of productivity.
Demonstrated ability to negotiate complex settlements.
Experience interpreting complex specialty insurance policies and coverage.
Ability to manage multiple and shifting priorities in a fast-paced and challenging environment.
Knowledge of Microsoft Office Suite.
Ability to learn business-related software.
Demonstrated ability to value diverse opinions and ideas.
Bachelor's Degree or equivalent experience.
Typically a minimum six years of relevant experience, preferably in claim handling and litigation.
Prior negotiation experience.
Must have or be able to obtain and maintain an Insurance Adjuster License within 90 days of hire, where applicable.

Nice To Haves

JD a plus.
Professional designations preferred (e.g. CPCU).

Responsibilities

Manages an inventory of highly complex specialty claims, with large exposures that require a high degree of specialized technical expertise and coordination, by following company protocols to verify policy coverage, conduct investigations, develop and employ resolution strategies, and authorize disbursements within authority limits.
Ensures exceptional customer service by managing all aspects of the claim, interacting professionally and effectively, achieving quality and cycle time standards, providing timely updates and responding promptly to inquiries and requests for information.
Verifies coverage and establishes timely and adequate reserves by reviewing and interpreting policy language and partnering with coverage counsel on more complex matters, estimating potential claim valuation, and following company's claim handling protocols.
Leads focused investigation to determine compensability, liability and covered damages by gathering pertinent information, such as contracts or other documents, taking recorded statements from customers, claimants, injured workers, witnesses, and working with experts, or other parties, as necessary to verify the facts of the claim.
Resolves claims by collaborating with internal and external business partners to develop, own and execute a claim resolution strategy, that includes management of timely and adequate reserves, collaborating with coverage experts, negotiating complex settlements, partnering with counsel to manage complex litigation and authorizing payments within scope of authority.
Establishes and manages claim budgets by achieving timely claim resolution, selecting and actively overseeing appropriate resources, authorizing expense payments and delivering high quality service in an efficient manner.
Realizes and addresses subrogation/salvage opportunities or potential fraud occurrences by evaluating the facts of the claim and making referrals to appropriate Claim, Recovery or SIU resources for further investigation.
Achieves quality standards by appropriately managing each claim to ensure that all company protocols are followed, work is accurate and timely, all files are properly documented and claims are resolved and paid timely.
Keeps senior leadership informed of significant risks and losses by completing loss summaries, identifying claims to include on oversight/watch lists, and preparing and presenting succinct summaries to senior management.
Maintains subject matter expertise and ensures compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
Mentors, guides, develops and delivers training to less experienced Claim Professionals.
May perform additional duties as assigned.