Full-Service Reviewer (QA Specialist)

Paul Davis Restoration, Inc.•Jacksonville, FL

20d•Hybrid

About The Position

Are you looking to leverage your expertise to grow a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates 340+ franchise locations across North America, seeks a Full-Service Reviewer (Quality Assurance Specialist). In this role, you will serve as a member of the Claims Force Team (formerly known as Quality Assurance). The primary responsibility of the Full-Service Reviewer is to complete estimate and documentation reviews on direct program assignments for Service Level Compliance to carrier partner guidelines, estimating platform best practices, and based on industry standards, with work standards focused on accuracy, speed, and customer service. This position leverages previous industry experience to deliver exceptional results. This position will assist in supporting the department and network during a catastrophic event. Position: Full-Service Reviewer Reports to: Estimate Review Team Manager Location: Remote or Hybrid position based on the location of the candidate, and will be a Monday - Friday shift with potential weekend shifts based on the needs of the company.

Requirements

Proficient use of a laptop and operating accessories
Proficient use of Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint, Forms, PowerPoint, Word, Excel)
Subject matter expert-level knowledge and performance excellence within the insurance industry, including but not limited to mitigation, contents, and reconstruction concepts, operational practices, and verbiage
Ability to move through reviews of varying job types, estimate severity, and complexity
Assertive, professional communication skills - adaptive communication based on the context of the information being conveyed, both verbal and written
Proficient use of technology applications, including the creation of new documents
Ability to independently problem solve, resolve conflicts, and manage priorities
Ability to learn and implement new processes related to our industry and the specific duties and responsibilities required to be successful in this role
Ability to review estimates, documentation, and commentary promptly, with a focus on estimating accuracy
Ability to complete multiple reviews within a given time frame
Knowledge of estimating platforms; Verisk, CoreLogic, Symbility, and other estimating software
Knowledge of estimating principles for the insurance industry
Ability to learn and operate our primary operating systems
Ability to successfully pass required industry and company certifications on first attempt
Ability to answer and communicate with PDRI, independent franchises, and PDO offices via phone and email
Ability to work with office equipment (fax, scanner, printer, phone system, computers)
Ability to work in our main operating systems
Ability to work independently
Ability to pass and maintain a satisfactory background check
Ability to maintain a level of confidentiality
Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics
High school diploma or GED
Bachelor’s degree or equivalent experience in insurance claims or related field
One plus years of experience with industry estimating/estimate review.
Two plus years of experience with contracting and/or fieldwork for a given trade

Nice To Haves

Experience serving in a customer service role.
One plus years of experience with industry estimating/estimate review.
5 plus years’ experience in the restoration industry regarding water mitigation/mold remediation, abatement, contents, fire structure cleaning, and reconstruction.

Responsibilities

Complete accurate, timely estimate and documentation reviews through our main technology platforms: XactAnalysis & Xactimate, Claims Connect & Mobile Claims, Validate, CMS, Mitigate, and other estimating/claim management platforms and software.
Accuracy of work is measured by estimate reinspections
Timeliness of work is measured by automated reporting between documented events
This position focuses on estimate, documentation, and commentary reviews for specific job types that include but are not limited to water, mold, fire, tarping, board-up, biohazard, abatement, other emergency services, contents, reconstruction, and large losses of all job types.
These reviews include utilization of knowledge of industry standards, carrier guidelines, and estimating best practices to ensure adherence to carrier service level agreements
This position elevates the individual based on skill and expertise, to allow full flexibility to review multiple/all of the job types referenced; serving as a flex reviewer to support the daily demands of estimate uploads.
Communicate directly with franchisees and insurance carriers to ensure that these requirements are being met.
Communication expectations include inbound and outbound phone calls, validation, CMS, claim management system notes, email, MS Teams, and other potential software/communication applications
Coach franchises on opportunities to improve their estimating and documentation performance
Identify and communicate trends to Team Managers, Account Managers, Regional Business Coaches, and other organizational stakeholders.
Provide assistance to franchises on estimating requirements and claim expectations, based on carrier guidelines, and support technical claim inquiries across the estimating/claim management platforms.
Provide support to the Team Manager and other leaders in the onboarding process of new team members and those in new positions, acting as a key support role in organizational and departmental success.
The support provided to the franchise network and carrier partners provides an opportunity for Paul Davis to obtain more jobs through improved scorecard performance.
Other duties as assigned.