Department Project Manager (Claims Advocacy)

ESM INSITE•San Jose, CA

16h•Remote

About The Position

ESM is seeking the right candidate who will bring added value to our team and our clients by providing various support services. In this role, you will liaise with cross-functional internal teams (including Customer Success and Claims Advocacy) to ensure an optimal customer experience. This role’s primary focus will be to support our Claims Advocates by gathering the necessary data they need to synthesize and make recommendations to customers. This position is critical to ensuring our high level of customer satisfaction is maintained. The right candidate is organized, disciplined and works well within a dynamic team of passionate employees all working together to win and be their best!

Requirements

College degree
7+ years of Customer Success and/or Account Management in the insurance or technology industry
Office ninja and team player. Willing to pivot and be ready to push yourself to grow!
Proficient in Microsoft Suite applications: Teams, Word, Excel, PowerPoint and Outlook
Salesforce experience a plus!
Superior organization skills
Proven ability to establish and maintain positive interpersonal client relations with many resources
Ability to perform multiple tasks independently and complete projects on time
Ability to analyze required loss and claims data against a checklist to ensure all data has been received
Must be able to clearly communicate verbally and in writing and have an ability to summarize data in a succinct manner.
A desire to help our company succeed by making a positive contribution to employers and the communities that we serve.
Confidentiality is a must.

Nice To Haves

ARM or PMP designation a plus

Responsibilities

Claims Advocate support (Primary function):
New client onboarding set up utilizing Salesforce, Salesforce Communities and Microsoft Suite applications
Quality control on incoming documents
Maintain a diary of all accounts’ monthly reports, quarterly reports and claim reviews due dates working with our Advocates to gather necessary information (Workers’ Comp loss runs and claim statuses) in anticipation for Claims Analyst to complete the reports
retrieve loss data from carrier and/or brokers on accounts assigned
Diary for receipt and/or follow up for missing information with time sensitive deadlines
Establish relationships with multiple carrier and broker contacts
Update Salesforce/CRM platform with pertinent account information
Follow up with carriers for timely claim status reports based on report / review due dates or scheduled appointments
Input loss data into Salesforce
Prepare Claims Management Summaries and other reports for Claim Review or as requested by Advocate
Customer Support (Secondary function):
Provide assistance in supporting customers SaaS portal needs
Support Customer Success with marketing efforts via newsletter, social media outreach, blog posts, product demos, etc.
Support Customer Success with customer outreach
Support the service and operations teams on various administrative activities
Help set and exceed SaaS goals (logins, downloads, trainings, etc.)
Wow customers with exceptional customer service