Supervisor, Claims Intake

Why Crawford? :

People taking care of people. It’s that simple. We are looking for passionate and compassionate people to join our team to help deliver on our purpose to restore lives, businesses and communities. Built on a foundation of over 80 years of unmatched global expertise and fueled by industry-leading technology, we are at the forefront of change. When you join Crawford & Company, you become part of a global network of professionals working together in over 70 countries with the common purpose to help people through what might be one of the most difficult times in their lives.

At Crawford, you are empowered to grow, emboldened to act and inspired to innovate. Do you have the courage, drive and empathy to make a real difference? Then we want to hear from you. Learn more at www.crawco.ca.

We are currently recruiting for a Supervisor to join our Claims Intake team in Ontario, Canada. The position location is flexible, and we can offer in-office, hybrid or fully remote working arrangements.

The Central Claim Intake Supervisor oversees the daily operations of the claim intake process, ensuring workflows are managed efficiently and accurately. They track key performance indicators (KPIs) to maintain compliance with service level agreements (SLAs) and address any discrepancies by collaborating with internal teams. In this role, the supervisor provides ongoing coaching, training, and performance feedback to team members while ensuring all activities adhere to company policies, client requirements, and industry regulations.

• Oversee daily claim intake operations, ensuring claims are created accurately and within SLAs.
• Coordinate and manage claim intake workflows, prioritizing tasks to meet client-specific requirements.
• Monitor claim volume and allocate resources effectively to maintain operational efficiency.
• Ensure all intake processes are completed on time and with minimal errors.
• Track and analyze key performance indicators (KPIs), including intake accuracy, turnaround time, and SLA compliance.
• Identify performance gaps and implement corrective actions to address inefficiencies.
• Develop and execute strategies to optimize team productivity and overall intake process effectiveness.
• Conduct regular one-on-one meetings, performance evaluations, and feedback sessions with team members.
• Collaborate with internal stakeholders, including Account Management, Operations, and AR, to resolve claim intake issues.
• Communicate effectively with stakeholders to address concerns and provide updates on claim intake operations.
• Ensure all intake activities comply with company policies, client-specific requirements, and industry regulations.
• Identify and mitigate risks associated with claim intake processes to protect the organization from compliance issues.
• Implement best practices and continuous improvement initiatives to maintain high-quality standards.
• Prepare and present regular reports and dashboards to track team performance and operational efficiency.
• Analyze intake data to identify trends, insights, and opportunities for improvement.

• Minimum 5 years experience in a claims intake, claims management or related contact centre 
• Minimum 1 year experience in supervising others
• Bachelor's degree in finance, accounting, business, or a related field or equivalent experience 
• Working towards CIP designation

• Strong understanding of claim intake processes, SLAs, and compliance standards.

• Outstanding interpersonal skills, coupled with the ability to communicate effectively wtih various stakeholders
• Demonstrates leadership with the capability to motivate and inspire
• Effective conflict resolution skills
• Superior organization and time management skills; coupled with the ability to prioritize multiple tasks
• Demonstrates initiative and follow through
• Excellent ability to problem solve
• Advanced computer skills
• French/English bilingualism will be considered an asset

We thank all applicants for their interest in Crawford & Company however, only those selected for an interview will be contacted.

Crawford is an Employment Equity employer committed to diversity and inclusion. We welcome applications from visible minority group members, women, Aboriginal people, persons with disabilities, members of sexual minority groups and others who may contribute to the further diversification of ideas.

Crawford is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Crawford’s own policies. We will work with applicants requesting accommodations at any stage of the hiring process. Applicants are required to provide their accommodation needs in advance and submit adequate documentation to support their request for accommodation in the assessment process and/or to perform the essential duties of the posted position. If you have an accommodation need, please email resumes@crawco.ca as soon as possible to make appropriate arrangements.