Team Leader, Absence Claims Management

📋 Description • The Team Leader, Absence Claims Management is responsible for leading a team of Absence Management Case Managers to get results within their team and the organization. • The Team Leader will serve as a primary resource and provide direction to team members by setting objectives, communicating progress, and holding the staff accountable for adhering to all quality assurance, turnaround time, operational efficiency, and best practice standards. • The Team Leader is responsible for assisting staff with career development and career progression, along with encouraging candor and challenging the status quo to continuously improve the way we work. • The Team Leader partners with internal cross-functional areas for program direction, goal setting, service delivery, and development of action plans and using bench strength. • 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 must be able to manage 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. • The Team Leader is responsible for the overall functioning of the team and communicating to leadership on team status and performance. • Partner with leadership to develop and communicate objectives and performance goals for the team. • Manage direct reports’ performance by coordinating with HR to implement coaching plans and performance improvement plans. • Develop employee goals to promote career growth that enhance the 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 for operational reporting and monitoring purposes, to identify trends and training opportunities, and 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 closing the 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 acting as a change leader for project rollouts. • Schedule and facilitate team meetings and individual touchpoints. • Mentor, coach, supervise, and develop talent of direct reports 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/procedures and team outcomes. • Bachelor’s degree in a related field and/or equivalent relevant disability work experience; integrated absence management preferred. • 5+ 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. • Proven organizational and time management skills. • Excellent math aptitude and analytical skills. • Strong PC skills, including Microsoft Office applications. • 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 deliverables. Make mistakes and learn quickly from them, model this behavior for your team. • Customer/Client Focused – Act with urgency 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. • This is a flexible remote position. Minimal travel expected into one of our office locations for leadership meetings or training. • $58,602.00 - $108,860.00 • 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. • 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. • 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. • 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.