Intake Claims Team Lead

Sedgwick•Telecommuter FL, FL

About The Position

The Team Lead is responsible for overseeing daily workflow operations, ensuring equitable task distribution, monitoring workloads and performance metrics, and providing support to both employees and management. This role serves as a key resource for team members by assisting with escalations, training, and operational guidance to maintain efficiency and service excellence.

Requirements

Strong leadership, organizational, and time-management skills.
Ability to prioritize tasks and manage multiple responsibilities simultaneously.
Excellent problem-solving and decision-making abilities.
Strong verbal and written communication skills.
Experience handling escalations and providing customer or operational support.
Ability to train, mentor, and support team members in a fast-paced environment.
Proficiency with claims management systems, workflow tools, and Microsoft Office applications preferred.

Nice To Haves

Leadership and team development
Workload planning and task delegation
Claims operations knowledge
Conflict resolution and escalation management
Process improvement and operational efficiency
Training and coaching expertise

Responsibilities

Delegate and assign daily tasks to team members, including claims queues, manual reviews, shop calls, and other operational responsibilities.
Monitor task completion to ensure work is completed accurately and within established service level expectations.
Adjust workload distribution as needed to balance team capacity and business demands.
Track employee productivity and provide guidance to ensure efficiency and quality standards are met.
Timely and efficiently manage/respond to appropriate teams chats. (Intake)
Monitor overall claim volume and manual review volume to identify trends, workload fluctuations, and potential resource needs.
Communicate workload concerns and operational impacts to management.
Assist in developing and implementing workflow strategies to improve throughput and reduce backlogs.
Ensure timely movement of claims from receipt to delivery
Ensure accuracy in claims set up including contact detail, vehicle detail and file notes.
Serve as a point of contact for claim, customer, shop, or process-related escalations.
Investigate issues, gather required information, and work toward timely resolution.
Escalate complex or high-risk matters to management when necessary.
Assist with training of new employees.
Provide ongoing coaching and support to team members regarding processes, systems, and best practices.
Answer questions and provide guidance when management is unavailable or occupied with other priorities.
Help identify knowledge gaps and recommend additional training opportunities to improve team performance.
Act as a resource and support partner for the team while fostering a collaborative and positive work environment.
Promote adherence to company policies, procedures, and quality standards.
Partner with management to support operational goals, process improvements, and team development initiatives.
Encourage open communication and assist in resolving day-to-day operational challenges.