Manager, STD & Absence Management Claims

Summary

The manager of STD & Absence claims is responsible for the overall management and supervision of a team which adjudicates short-term disability and/or absence management claims (federal, state and company specific leaves). The manager directs and motivates the team to drive results in line with department goals which heavily focus on quality, time service and the customer experience. The manager works to develop strategies to improve departmental structure and procedures based on team performance, market requirements, and growth initiatives. This position involves supervising employees and providing guidance and mentorship regarding general claim policy, time management, and adherence to performance guarantees and customer expectations. While a component of the management oversight requires ensuring production, the majority of the responsibilities include maintaining customer relationships.

Responsibilities

✔ Analyzes reporting for trends and identifies opportunities for improvement on the team and individual levels. Develops plans to achieve those opportunities through coaching and feedback to employees and team level process changes. Implements and evaluates changes. Builds an effective team where aggregate results meet department expectations. Understands data integrity and ensures accuracy of data in claim system. Creates new reporting as needed to capture results. Conducts sample claim audits and segment reviews to ensure work quality and identify coaching opportunity.
30%

✔ Directs work assignments and reviews work in progress. Constantly monitors work flows and production to ensure timeliness and accuracy expectations. Reviews and signs off on claim decisions as decided by department, to include all adverse claim decisions. Works closely with team leads and case managers to understand opportunities that may not be identifiable through reporting. Ensures adherence to legal and operational compliance. Continuously builds subject matter expertise. Demonstrates technical knowledge of policies and procedures. Has a detailed knowledge of ERISA, state guidelines, claim practices and general accounting. Liaises with legal department on complex issues.
20%

✔ Utilizes expertise to balance risk management and customer service. Demonstrates the ability to represent the department and company in external meetings; attends finalist presentations as needed. Provides support to sales and implementation through broker/ customer support inquiries. Educates field personnel on claim process and philosophy when appropriate. Resolves escalations and is considered an expert in conflict resolution. Negotiates disputes to provide service to customers without sacrificing risk management.
20%

✔ Oversees staff, with responsibility for hiring, performance management, and coordinating training and development. Develops staff members in accordance with company and personal goals. Provides accountability for department expectations. Challenges and inspires employees to achieve business results and motivates them through leadership and by celebrating successes. Effectively communicates with staff, peers, and management. Fosters a professional culture, acting as a leader and encouraging collaboration and change management. Promotes advances and changes in industry standards to the case managers.
20%

✔ Leads and participates in special projects as needed. Partners with other teams in the benefits department to identify areas of opportunity and deliver on those opportunities.
10%

We empower inclusion
At Symetra, we aspire to be the most inclusive insurance company in the country. We're building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.

 

Creating a world where more people have access to financial freedom
Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we're guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they're buying, and we design products--and operate our company--to stand the test of time. We're committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

For more information about our careers visit: https://symetra.eightfold.ai/careers

 

Work Authorization
Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

 

Please review Symetra's Remote Network Minimum Requirements:

As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees' internet connection:

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.

When applying to jobs at Symetra you'll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra's standard as outlined above.

 

Identity Verification

Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.

 

Failure to comply with verification procedures may result in:

• Disqualification from the recruitment process
• Withdrawal of a job offer
• Termination of employment and other criminal and/or civil remedies, if fraud is discovered