Review Team Manager

Paul Davis Restoration•Jacksonville, FL

1d•Hybrid

About The Position

This Review Team Manager will serve as a member of the Claims Force team (formerly known as Quality Assurance). The primary responsibility of the Review Team Manager is to lead a team of staff estimate reviewers in performance management, SMART goal creation, and team meetings with collaboration between other departments within the franchisor, designed to strategically place Paul Davis at the top of each carrier’s score card. Work standards for the Manager and the team are focused on accuracy, speed, customer service, and similar supporting metrics. The Review Team Manager will support the team with claim management escalations, performance accountability, and general oversight.

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 lead and manage a team 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
Ability to assertively embrace the continuous improvement model and provide feedback necessary to move the business forward
Proficient use of technology applications, including the creation of new documents
Ability to independently problem solve, resolve conflict, 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 and write estimates for water mitigation, mold, fire mitigation, temporary repairs, contents, reconstruction, and other job-type estimates in an accurate and timely manner
Ability to complete multiple reviews or estimates within a given time frame
Knowledge of estimating platforms; Xactware Products, 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 PDP offices via phone and email
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 high level of confidentiality
High School Diploma or GED
Bachelor’s Degree or equivalent experience in insurance claims or related field
1 plus years’ experience with estimation principles for the insurance industry
2 plus years’ experience with contracting and/or field work for a given trade
3 plus years’ experience with personnel management or coaching

Nice To Haves

Experience serving in a customer service role.
5 plus years’ experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.
5 plus years’ personnel management or coaching experience

Responsibilities

Recruits, onboards, and trains new Claims Force team members
Completes monthly meetings with team members for performance coaching and management
Completes monthly Goal Setting & Review (GS&R) Meetings with team members focusing on continuous improvement
Supports team members’ growth with creation of SMART Goals and development paths
Facilitates and conducts team calibration meetings
Supports assignment-level success through control points that include but are not limited to: Scorecard support, pre-estimate upload SLAs, estimate reviews, centralized remote estimate creation, and post-QA Approval managed repair
Provides direct support for any function within the team during claim spikes to help with coordination of claims, catastrophe events, team member absences or shortages, and as requested based on organizational demands
Communicates effectively with direct reports, supervisor, franchisees, and insurance carrier partners, and all stakeholders within the organization
Communicates effectively with direct reports, supervisor, franchisees, insurance carrier partners, and all stakeholders within the organization
Communication expectations include inbound and outbound phone calls, Validate, 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
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
Identify and communicate trends to Directors, Team Managers, Account Managers, Regional Business Coaches, and other organizational stakeholders
Provides trend analysis of internal performance to supervisor and participates in problem-solving sessions to address gaps
Provides support to the Director of Claims Force 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
Creates opportunities for team building through engaging meetings and events, strengthening the cohesiveness of the team and creating the opportunity for a high level of support to the network
Approves timecards for direct reports
Approves expense reports for direct reports
Other projects or duties as assigned