Claim Support Specialist

Claims Support Administrator

Works as part of the Claims Support Admin team to provide excellent customer service to all internal and external customers, including members, agents, and claim staff with vendor-enhanced claim functions. Responsible for collecting and monitoring claim data and preparing reports related to claim operations. Performs administrative duties as directed to support the day-to-day functions of the Claims Department and the Claim Management team.

Responsibilities

Provide telephone assistance for all incoming calls to the Claim Department, which includes general inquiries regarding PIP and Subrogation, and screening telephone calls for Claim Directors. Able to handle difficult customers and/or situations.

Assist with Subrogation recovery check distribution.

Assist with entering and processing recovery and salvage checks.

Serve as a contact person for Glass Processing Unit - work with glass processing vendor; review daily glass-only loss reports; issue payments as needed; assist glass shops via telephone.

Serve as contact person for the Assigned Claim Bureau; receive assignments, set up assignments on the system, monitor claims via diary, and submit billings for reimbursement of paid medical and service fees.

Serve as contact person for Kentucky Arbitration Association; receive and set up assignments.

Assist with the KFB Intranet Claim Salvage program. Consists of presenting salvage items for bid on the KFB Intranet website, receiving all salvage bid e-mails, monitoring for winning bidder, communicating winning bids to the appropriate parties, receiving salvage proceeds, and entering recovery in the Claim System.

Serve as authorized contact person for ISO ClaimSearch; process Access Authorization Form to add/delete claim staff as necessary.

Serve as contact person for Adjuster Licensing; work with the Office of Insurance; process applications for apprentice and adjuster licensing, and obtain surety bonds from the Agency.

Review unidentified mail in the Claim Center by researching any unmatched mail or documents and indexing them to the correct claim file.

Record and process CAT pay requests for claims personnel.

Assist with correcting errors through the claim system from the daily claims cycle.

Assist with inquiries from the District Claim Offices.

Assist the claim personal as Administrator for OrderPoint police reports.

Perform various record-keeping functions for claims; prepare spreadsheets and compile statistical reports as necessary.

Serve as contact person for After Hours Claims Hotline - Lynx Services.

Process invoices for independent adjusters, hotel invoices for directors, adjusters, employees, etc. Set up direct bill accounts when necessary.

Process IRS Notice of Levies for claim payees.

Serve as the contact person for Office of Insurance Complaints received from Compliance.

Provide administrative support to Claims Directors, including scheduling of agency visits.

Pay attorney bills for Claims Directors, Claims, Litigation, and Legal.

Perform Claim function and activities assigned on a timely basis with an emphasis on service to members, agencies, and field claim staff who service those members.

Represent the Claim Department positively and professionally.

Maintain good relations with all stakeholders.

Regular, predictable attendance as an employee must physically be in the office.

This list of essential functions is non-exhaustive and may be supplemented as necessary.

Other Responsibilities

Assist all claim department and company personnel to ensure the smooth operation of the department and the company.

Serve as a catastrophe team member and assist in other claim offices or locations as required.

Update employee information and issue payments regularly to Copart, OVIS, NADA, Exactimate, CCC, Mitchell.

Assist with meeting preparation, open and distribute mail, and compose or transcribe correspondence as required.

Code invoices and prepare check requests.

Assist with hotel reservations and oversee registration for seminars, courses, etc.

Maintain the Claim Department List, employee address list, and new hire/replacement list.

Work with minimum supervision in major areas of responsibility.

Job Specifications

Physical demands: Normal vision/hearing with or without correction; Sitting; Speaking.

Mental demands: Prolonged concentration; Analytical reasoning; Ability to perform under high stress; High volume under time pressure; Able to handle difficult or disgruntled customers.

Environmental factors: Standard office lighting, temperature and noise.

Equipment: Computer Software; Keyboard; Telephone; Copier; Calculator.

Qualifications

High school diploma required; Associate degree preferred.

Required to obtain an Adjuster License within one year of hire date.

Demonstrated proficiency with Microsoft Office products (Excel, PowerPoint, and Word) and claims-related software programs.

Good time management skills to handle multiple tasks while maintaining a positive customer focus.

Demonstrates a positive, supportive attitude regarding company and departmental goals.

Previous experience in a claims or insurance office desirable.

Good typing, proofreading, and math skills.

Knowledge of claims handling procedures and insurance contracts.

Ability to communicate with a high level of skill both orally and in writing.

Must possess good organizational skills with the ability to make timely decisions.

Excellent human relations skills and self-motivation required.

Ability to act confidentially.