Claims Management Specialist

Job Description

Job Description

Turn trash into opportunity — build a career that keeps communities running

Position Summary

The Claims Management Specialist manages the Company's internal claims process in coordination with insurance carriers and third-party administrators. The position coordinates claim intake, investigation, documentation, reporting, and follow-up for commercial auto and fleet liability, general liability, third-party property damage, and workers' compensation claims. The Claims Management Specialist serves as a central communication point among Environmental Health and Safety, Operations, Human Resources, Customer Service, Fleet Maintenance, employees, customers, adjusters, medical providers, and legal counsel to help move claims toward timely and cost-effective resolution and identify opportunities to reduce future losses.

Essential Duties and Responsibilities

Claims Intake and Administration

· Serve as the primary internal point of contact for reported vehicle accidents, workplace injuries, general liability incidents, and customer or third-party property damage claims.

· Review incident information for completeness and submit claims to the applicable insurance carrier or third-party administrator within required timeframes.

· Enter and maintain accurate claim details, coding, notes, documents, and status updates in the applicable claims management systems.

· Respond to adjuster requests for supplemental information and coordinate with division leadership and other internal partners to obtain missing documentation.

· Maintain organized and complete claim files to support claim reviews, audits, litigation, insurance renewals, and regulatory requirements.

Investigation and Liability Support

· Coordinate internal incident investigations with division and safety leadership, including collection of police reports, photographs, witness statements, driver and route information, DVIR records, dashcam or telematics footage, and other relevant evidence.

· Partner with Customer Service, dispatch, and division operations to investigate customer-reported property damage and determine whether available records support the reported incident.

· Prepare clear factual summaries and supporting documentation for adjusters, Company leadership, insurance carriers, or legal counsel.

· Coordinate vehicle and equipment damage estimates, repair documentation, and subrogation information with Fleet Maintenance, vendors, and the third-party administrator.

· For claims handled directly by the Company, coordinate estimates, repairs, payments, or written claim responses in accordance with established Company procedures and approval authority.

Workers Compensation Claims

· Manage the intake and reporting of workplace injuries and coordinate timely communication among injured employees, division leadership, Human Resources, medical providers, and the workers' compensation administrator.

· Assist injured employees with claims-process questions and serve as the Company liaison when medical documentation, appointment information, or other required paperwork is delayed or incomplete.

· Monitor treatment status, work restrictions, and claim developments and partner with Human Resources and operations to support appropriate transitional-duty and return-to-work arrangements.

· Escalate significant injuries, delayed treatment, disputed claims, litigation risks, or other material developments to the Director of Environmental Health and Safety and appropriate Company leaders.

· Maintain OSHA 300 and 300A records and assist with annual posting, audits, and regulatory reporting, as assigned.

Claim Oversight, Reporting and Continuous Improvement

· Track open claims from initial notice through closure and maintain consistent follow-up with adjusters, employees, customers, division leaders, and other stakeholders.

· Review claim status, reserves, exposure, and action plans with the Director of Environmental Health and Safety and the third-party administrator; escalate matters requiring reserve changes, investigation resources, settlement authority, or legal review.

· Participate in claim reviews, recorded statements, settlement discussions, legal strategy meetings, audits, and other claim milestones as required.

· Prepare and distribute routine reports on claim frequency, severity, cost, aging, status, and trends by division, location, and claim type.

· Analyze claim activity to identify recurring loss drivers and partner with Safety and operational leaders on practical corrective actions that reduce claim frequency and severity.

· Support insurance renewals and carrier reviews by compiling loss runs, claim narratives, exposure information, and supporting documentation.

· Recommend improvements to claim reporting, investigation, documentation, escalation, and follow-up processes.

· Perform other duties and special projects as assigned.

Key Performance Indicators

Performance Area Illustrative Measures

Timely Claim

Reporting Claims submitted within required timeframes; complete initial documentation

Claim Follow-Up Open-claim aging; timely responses to adjuster requests; completion of action items

File Quality Accuracy and completeness of claim records, investigation materials, and supporting documentation

Resolution and Cost Control Claim closure progress; reserve and settlement follow-up; recovery and subrogation support