Workers Compensation Claims Manager, East

CNA • Lake Mary, FL

2d • Hybrid

About The Position

Under general direction, this role manages a team of claims professionals for a specific line of business. Responsibilities include overseeing all claim resolution activities of the team to ensure accurate and timely disposition of claims in accordance with company protocols. This position works within broad authority limits and is accountable for implementing company initiatives and driving overall team results. The role involves performing a combination of duties in accordance with departmental guidelines, including overseeing the work activities of a team of claims professionals with full management responsibility. This includes setting and communicating expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement. The position contributes to business results by ensuring claims are handled effectively according to company protocols, quality and customer service standards are met, and expenses are managed appropriately. It also aims to achieve customer satisfaction targets by ensuring quality, service, and cycle time standards are met or exceeded, and by handling escalated customer service issues promptly and professionally. The role ensures established claim handling protocols are followed through appropriate file engagement, monitoring quality dashboards, and partnering with quality assurance resources to provide technical guidance for claim resolution and employee development. It involves recognizing trends and implementing improvement opportunities by monitoring team performance, reviewing data analytics, and developing strategies to enhance quality, customer satisfaction, and claim outcomes. The position contributes to the department budget and manages expenses by ensuring appropriate vendor usage and holding the team accountable to productivity and timely disposition standards. It also involves building and maintaining collaborative relationships with internal and external partners, communicating pertinent information to employees through meetings and discussions, and maintaining compliance with state/local regulatory requirements. The role may also participate in or lead project teams and perform additional duties as assigned.

Requirements

• Knowledge of the insurance industry and general knowledge of the organization's products, policies and procedures.
• Ability to effectively identify, lead, coach, engage, develop and retain talented claim professionals.
• Strong claims resolution skills and knowledge of insurance and claims principles, practices and procedures for area of responsibility.
• Strong analytical and problem solving skills, with the ability to prioritize and effectively manage multiple priorities.
• Ability to effectively collaborate with internal and external business partners.
• Excellent communication skills and customer service experience, with developing ability to succinctly present to senior management.
• Ability to utilize data and analytics to measure business results and drive continuous improvements.
• Ability to manage ambiguous situations and business issues.
• Ability to embrace change and value diverse ideas and opinions.
• Knowledge of Microsoft Office Suite and other business-related software.
• Ability to model CNA's leadership behaviors.
• Bachelor's degree or equivalent experience.
• Typically a minimum of seven years of related work experience.

Nice To Haves

• Previous management experience is preferred
• Applicable certifications or professional designations preferred.

Responsibilities

• Oversees the work activities of a team of claims professionals and has full management responsibility by setting and communicating expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement.
• Contributes to the achievement of business results by ensuring that claims are effectively handled according to company protocols, quality and customer service standards are achieved, and expenses are appropriately managed.
• Contributes to achievement of customer satisfaction targets by ensuring quality, service and cycle time standards are met or exceeded by the team and handling escalated customer service issues promptly and professionally.
• Ensures established claim handling protocols are followed by maintaining appropriate file engagement, monitoring quality dashboards and partnering with quality assurance resources to provide meaningful technical guidance that contributes to both claim resolution strategies and employee development.
• Recognizes trends and implements improvement opportunities by monitoring team performance, reviewing and interpreting data analytics and developing strategies to improve quality, customer satisfaction and overall claim outcomes.
• Contributes to achievement of department budget and effectively manages expenses associated with claims resolution by ensuring appropriate usage of vendors, and holding team accountable to productivity and timely disposition standards.
• Builds and maintains collaborative relationships with internal and external work partners by participating in round table discussions, working with claims operations and coverage resources, providing insights to underwriters, partnering with SIU and Recovery Services and interacting with external customers, brokers and vendors as appropriate.
• Communicates and shares pertinent and timely information to employees by holding team meetings, scheduling regular 1:1 employee discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation.
• Maintains compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
• May participate in or lead project teams.
• May perform additional duties as assigned.

Benefits

• CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager