Quality Performance Lead-Workers Compensation
About The Position
The Quality Performance Lead provides dedicated customer care services for clients specializing in workers' compensation claims. The role develops customized client audits, monitors performance metrics, provides technical training, and supports branches in meeting client expectations. It develops processes and procedures to ensure compliance with client, broker, and carrier expectations. The position oversees resources and direct reports, develops trend analyses, produces and delivers training, and conducts internal and external audits. Additional duties may include preparing executive and monthly oversight reports and reviewing and improving branch claim-handling processes to improve claim outcomes. The role is 100% remote and is open to candidates with jurisdictional expertise in any location.
Requirements
- High school diploma.
- At least 7 years of related workers' compensation claims experience, including claims-handling experience.
- Formal workers' compensation lead experience.
- Medical and indemnity workers' compensation claims experience.
- Knowledge of accepted industry standards and practices.
- Computer experience with related claims and business software.
- Strong process management and direct leadership skills.
- Ability to interact professionally with all levels of claims management.
Nice To Haves
- Formal lead or supervisory experience in workers' compensation.
- Jurisdictional knowledge and expertise in any location.
- Previous auditing experience.
- Captive experience.
- Bachelor's degree.
Responsibilities
- Provide dedicated customer care services to clients specializing in workers' compensation claims.
- Develop customized client audits and monitor performance metrics.
- Provide technical training and assist branches in meeting client expectations.
- Develop processes and procedures to ensure compliance with client, broker, and carrier expectations.
- Oversee resources and direct reports.
- Develop trend analyses.
- Produce and deliver training.
- Conduct internal and external audits.
- Prepare executive reports and monthly oversight reports as needed.
- Review and develop branch claim-handling processes to improve claim outcomes.
Benefits
- Competitive compensation.
- Comprehensive benefits programs designed to support well-being.
- Career development opportunities and ongoing learning.
- A collaborative, people-first culture with accessible leadership.
- Opportunity to do meaningful work with global reach and local impact.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
