Claims Operations Manager - St. Paul, United States - Alight Solutions

Description

Our story

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."

Our Values:

Champion People - be empathetic and help create a place where everyone belongs.

Grow with purpose - Be inspired by our higher calling of improving lives.

Be Alight - act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at

Claim Operations Manager

Are you a successful leader who is experienced in leading a team of Claims professionals? Do you have experience leading a team that is responsible for providing subject matter expertise on the clients' leave and disability policies, providing exceptional customer service to employees and managers employed by the client? Is a culture where "People Count," "We Do the Right Thing," and "We Hold Ourselves to Very High Standards" important to you? If so, Alight is seeking a Claims Operations Manager with experience meeting team service goals and objectives including metrics.

A strong focus on the performance, culture and overarching Customer Operations Claims processes is critical in this role. Ensuring Claims professionals are aligned with corporate and client objectives and providing the best customer experience is also key to the success of this individual. As well as consistently achieving productivity, SLA performance and customer satisfaction targets.

The below represents the primary duties of the position, others may be assigned as needed. The requirements listed below are representative of the knowledge, skill, and/or ability required.

You will:

* Be responsible for communication between the Customer Care team, Administrative team and the Clinical team, for all parties in STD and Family and Medical Leave Act (FMLA) client absence programs including employees, client company, health care providers and clinical partners

* Ensure legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits

* Serve as a Subject Matter Expert on Leave of Absence programs at Alight and support the team with expert knowledge of client specific details

* Lead a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals

* Focus on building talent and people capability to enable a high-performance culture

* Create and maintain a collaborative team focused on effective, high quality client service

* Respond timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication

* Ensure staff schedule adherence

* Communicate important information on new/updated processes and procedures to staff

* Provide ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problem

* Identify opportunities for continuous improvement

* Manage to the established Key Performance Indicators (KPI's) and ensure Performance Guarantees are met

* Manage and oversee workload, performance management, personnel management, and goal setting for the team

* Participate appropriately in client meetings and implementations

* Perform side by side listening/shadowing and coaching with team members to assist in the further development of staff and as an escalation point for complex issues

* Be a positive, energetic and results oriented team player

You have:

* A minimum of 3 years of Claims leadership

* The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments

* An Associate Degree or equivalent professional work experience

* Excellent interpersonal communications skills both written and verbal

* Advanced problem-solving and analytical skills

* Excellent communication and relationship building skills

* Previous supervisory experience and the ability to prioritize and assign work

* Advanced level computer skills using Windows 2000 and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook

Critical Core Competencies:

* Adaptable, flexible, and able to lead/manage the team through change \

* Effectively navigate organizational complexity, understanding the interdependencies and priorities

* High degree of intellectual agility to handle complex business and technical issues

* Superior critical thinking skills with proven analytical business acumen.

* Exceptional leader of people who can mentor and build capabilities within teams

* Demonstrated talent management recruiting and retention strategies

* Technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience

Reporting Relationships

As our Team Leader, Claim Operations, you will report to our Director, Claim Operations, who reports to our Vice President, Head of Claims

Travel

* 10% Travel required for this position

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

55,800 USD

Maximum :

88,500 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.