Team Leader, Absence Claims Management (Insurance)

The Absence Case Management Team Leader leads a team of Absence Management Case Managers to get results within their team and the organization. As the team lead you will support team members, guide goal achievement, present progress updates and ensure meeting standards. The Team Leader also assists staff with career development and progression while encouraging candor while challenging the status quo to improve the way we work. You will partner with internal cross functional areas for program direction, goal setting, service delivery and development of action plans and using bench strength.

In addition, the Team Leader will validate that all FML, STD, State, and PFL are accurately adjudicated according to plan provisions, established standard methodologies and within state and federal guidelines. The Team Leader will run and resolve issues that pertain to claim administration procedures, cost containment activities, reports, quality control and complex customer issues. The Team Leader will work with external customers/clients to enhance the overall experience for the customer while facilitating the overall functioning of the team then you will present to leadership on team status and performance.

You will

• Partner with leadership to develop and communicate objectives and performance goals for the team.
• Lead direct report performance by coordinating with HR to implement coaching plans and performance improvement plans.
• Develop employee goals to promote career growth that enhance level of knowledge for future opportunities.
• Collaborate with internal business partners including Short Term Disability, Long Term Disability, Service, Sales and Account Management, Group Quality Management, and other areas within the Company.
• Create regular action plans based on results from employee engagement surveys – the Team Leader owns and acts on engagement survey results.
• Review and analyze daily, weekly, and monthly reports on team productivity 1) for operational reporting and monitoring purposes; 2) to identify trends and training opportunities; and 3) to create action plans for improvement.
• Review processes/reports regularly for process improvement opportunities.
• Own relationship with client and get involved, when necessary, in meetings, phone calls, and keeping a tight loop on service issues.
• Prioritize the customer/client experience in day-to-day interactions and processes.
• Identify Continuous Improvement opportunities by reviewing process and eliminating unnecessary steps.
• Empower staff to submit process improvement ideas to revise workflows and procedures.
• Support claims initiatives by encouraging/providing relevant feedback and being an effective change leader for project rollouts.
• Schedule and facilitate team meetings and individual touchpoints.
• Mentor, coach, lead and develop talent by acting as a partner in recommending and coordinating training resources, tools, and plans for individuals to achieve personal and departmental goals and objectives.
• Review claim staff QA/CMA assessments for training or enhancement opportunities.
• Use data and analytics to improve or change business process.

You have

• Bachelor’s degree in related field and/or equivalent relevant disability work experience; integrated absence management preferred.
• 3+ years of disability claims experience.
• 3+ years of demonstrated leadership experience.
• Extensive knowledge of disability products, business rules and procedures.
• Familiarity with mandated state and federal regulations.
• Professional oral, written and presentation skills.
• Validated organizational and time management skills.
• Excellent math proficiency and analytical skills.
• Strong PC skills, including Microsoft Office applications.

Leadership Behaviors

Team Leadership

• Hire, develop and retain top talent. Recognize and reward team members. Model leadership behavior and act as a servant leader to ensure team success. Communicate effectively with team, champion, and challenge changes with positivity. Own messaging and decision making. Lead team through ambiguity.

Problem Solving

• Be creative and take calculated risks to achieve goals and results. Make mistakes and learn quickly from them, model this behavior for your team.

Customer/Client Focused

• Act with vitality and ownership to resolve customer issues. Proactively identify and resolve issues when possible. Work to ensure self and team prioritize the customer experience.

Results Focused

• Drive team to achieve results, focusing on desired outcomes. Action plan for team management despite operational challenges.

LOCATION

This is a remote position with preference given to candidates in close proximity to a Guardian office with minimal travel to other locations and conferences.

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.