Operations Manager, Claims

Operations Manager, Claims

National Life Group

At National Life, do work that matters in a culture where people matter. Join a growing organization where our people have been bringing peace of mind to families and our communities for 175 years.

Claims Team

Our Claims Team is central to serving National Life Group’s ultimate mission of keeping the promises we make to our customers, and we do so with pride, compassion, and a caring heart. As National Life grows, we have an exciting opportunity to create the claims function of the future, and we’re looking for new teammates to help us explore and deliver that vision.

Claims Managers have an opportunity to apply their experience and broad technical skills to advance their insurance careers in a leadership role. At National Life Group, we also offer world-class benefits that extend beyond competitive compensation and health and retirement benefits.

Position Summary

The Claims Team Manager is a newly created position that will share leadership responsibilities for our fast growing living benefits team. Living benefits are an important part of National Life Group’s success, and this individual will report to our Senior Director of Claims and be a key contributor to developing the supporting claim function. The Claims Team Manager is an industry subject matter expert in products, systems, policies, and procedures as well as a leader and developer of our people talent. Managers support our customer facing examiners and are central to creating and delivering seamless service excellence in support of the mission of the business.

Key Responsibilities

• Maintain an advanced working knowledge of claims procedures, policies, and system applications, as well as company life and annuity product features

• Drive the execution of team objectives, service delivery, and expectations by planning, organizing, and directing team members
• Participate in strategic planning to develop departmental operational plans to maximize the department's efficiency, productivity, and performance
• Develop an internal talent pipeline, by setting team and individual goals, coaching for performance and individual growth and development
• Partner with stakeholders across the organization to drive large scale initiatives and champion successful change implementation to create value

• Provide claims examiners with ad hoc support for escalations and claims with the highest complexity
• Coordinate with leadership, sales, legal, compliance, reinsurance, underwriting, and actuarial to maintain the contractual provisions and company practices for claim adjudication and to minimize potential litigation
• Mentor and support technical training of examiners and participate in cross-organizational claim education
• Commit to professional growth and development, including participating in industry conferences and maintaining industry relationships

Experience

• 10+ years of industry experience as a Claims Examiner or Underwriter, preferably in Life, Annuity, Disability, Long Term Care or Health insurance

• 5+ years of management experience, with a demonstrated ability to direct others, including developing, training, and executing performance goals.
• A comprehensive understanding of claims appeals, denials, medical terminology, and contract language.
• Exceptional leadership, team management, and interpersonal communication skills.
• Bachelor’s degree preferred, but applicants of various backgrounds are encouraged to apply
• Preferred background includes insurance industry and business process designations such as ALMI, FLMI, ALHC, FLHC, and CLU
• Proficiency with life insurance industry core systems, including claims, enterprise content management, and customer relationship management, as well as collaboration platforms

Key Competencies

• Customer focus – deliver the highest standards of quality service through effective and compassionate listening, communication, and responsiveness
• Business and technical acumen – maintain a working knowledge of computer information systems, insurance contract features and regulatory rules, and medical terminology
• Managing and organizing work – clearly assigning responsibilities and expectations, setting objectives and monitoring progress and results
• People development – coordinate the development of claims examiners by coaching, monitoring progress, and providing feedback
• Building effective teams – bringing together a mix of skillsets and fostering team cohesiveness to create a group that is stronger than the sum of the individuals
• Data analysis – applying broad knowledge and perspective to articulate insights into business results
• Organizational agility – understand cross-functional operations and leverage relationship network
• Critical thinking – apply judgment and exercise sound reasoning to make and support claim decisions

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.

Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.   

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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