Onshore - Help Desk Support: Lead

Somerset Staffing•San Antonio, TX

1d•Onsite

About The Position

USAA is seeking a Technical Support Specialist to join the Claims Optimization - First Party Injury team. This role serves as a critical first-level IT support resource and the primary liaison for Medical Bill Audit (MBA) services. You will troubleshoot hardware/software issues while ensuring seamless communication between vendors, Injury Adjusters, and Claims Staff.

Requirements

1+ years of 1st-party injury medical claims adjusting or auto liability adjusting experience (handling complex multi-vehicle or total loss claims).
Broad knowledge of popular operating systems, desktop/laptop hardware, printers, and networks.
Ability to evaluate, prioritize, and interpret complex data to make informed decisions in a fast-paced environment.
Demonstrated negotiation, conflict resolution, and high-level investigation skills.
Experience in Adjuster Desktop applications.
Deep understanding of auto claims contracts, case law, and state-specific regulations.
Proven ability to multitask and manage service level objectives (SLO).

Nice To Haves

GuideWire (Essential for claims management)
Medflow (Essential for medical data workflow)
Ticketing Systems (Standard IT support documentation)

Responsibilities

Provide first-level support via telephone, email, or chat.
Resolve hardware, software, and voice/data communication issues.
Act as the primary contact for MBA services.
Manage daily user web access lists and communicate access changes to suppliers.
Write concise service tickets, escalate complex calls, and pursue issues through to resolution using standard ticketing systems.
Identify and manage emerging risks stemming from business activities.
Ensure all actions follow written risk and compliance policies and state regulations.
Identify training needs and facilitate formal/informal MBA training for Injury Adjusters.
Review reports to identify process efficiencies that improve the member and employee experience.
Assist management with responding to complaint letters from Departments of Insurance, attorneys, and members regarding payments based on medical bill audit recommendations.