Claims Manager - Accident and Sickness (2191)

Who We Are

For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.

About the Position

Glatfelter Insurance Group is seeking a Claims Manager for our Accident and Sickness department. This claims management position has primary responsibilities for managing and coordinating all elements of the Accident and Sickness team. The position is responsible for providing day-to-day oversight, direction, and supervision of assigned associates and accountability for strategic planning, budgeting, and coordination with other GIG organizational functions relating to Accident and Sickness programs.

This position is required to be onsite at our Leader Heights, York, PA office.

Key Responsibilities

• Proactive supervision of assigned staff to ensure compliance with applicable state regulatory requirements, departmental standards, and designated financial authority.
• Upholding and promoting the highest standards of customer satisfaction and service to insureds, agents, regional directors, and other interested parties while fulfilling obligations to protect the insured’s interests and the company’s assets. 
• Adhering to and promulgating GCM standards of communication including investigation and handling status and final determinations to insureds and claimants in compliance with regulatory requirements and departmental standards. This includes verbal communications, written correspondence, internal reports, and issuance of formal denial, disclaimer, and reservation of rights letters. 
• Representing GIG through continuous countrywide contact with insureds, carriers, agents, claimants, auctions, and vendors, etc. May include field work, trial attendance, mediation, or other travel. 
• Maintaining and enforcing standards for claim file integrity to document activity, preserve evidence in an organized fashion, capture accurate claims data, and provide an appropriate basis for all claims handling decisions. May include internal and external technical reporting as needed.
• Facilitating the handling of claims within designated financial authority and escalating claims in excess of designated authority to senior management in a timely fashion and in accordance with departmental processes and standards.
• Other duties may include training, mentoring or other staff development or supervisory support functions.
• Performance of quality assurance processes including QFR and file audit.
• Administration of Associate attendance and compensation system. 
• Execution of the performance evaluation process. Includes the delivery of performance feedback and coaching as needed.
• Ongoing development of vendor and technical educational resources.
• Development and implementation of ongoing staff training, development, engagement, teambuilding, and work process enhancement initiatives. 
• Supporting assigned Team Leaders in addressing performance, disciplinary, or other personnel related concerns with assigned staff with the assistance of senior management and the human resources department. 
• Strategic planning, budgeting, and process development processes. 
• All specialized tasks and duties necessary to ensure the prompt and efficient processing of assignments within designated staff’s span of control, line(s) of business and area of specialization.
• Other duties as assigned. 

What We’re Looking For

• 5+ years of experience in Accident and Sickness insurance claims and prior supervisory experience
• Secondary school diploma or equivalent. College degree and Associate in Claims designation preferred. 

Technical Qualifications:

• Effective verbal and written communication skills.

• Efficient time management skills.

• Strong interpersonal and leadership skills.

• Advanced knowledge of insurance policy forms, pertinent coverages, and claims handling processes and procedures.

• Advanced understanding of technical subject matter appropriate to assigned specialty/line(s) of business.

• Quality focus and attention to detail.

• Ability to perform calculations, prepare reports, and maintain files.

• Must be proficient with the use of computer applications (standard Microsoft products), keyboard/typing, and telecommunication tools and technology

Upon employment the Associate is required to:

• Develop proficiency in the use of GIG/GCM computer systems and applications.
• Develop a comprehensive knowledge and understanding of GCM processes and procedures as well as GIG culture, products, and services within an appropriate period of time.
• Obtain required adjuster licenses within an aggressive timeframe and maintain licensure renewals by obtaining required continuing education credits.
• Complete required training as assigned to enhance knowledge, expand technical understanding, and develop skills.
• Must have completed or complete the IIA Supervisory Management program or equivalent within an aggressive period of time.
• Demonstrate ability to take ownership of assigned tasks and complete tasks timely/accurately. 

Why Choose Glatfelter?

Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.

We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

Equal Opportunity Employer

It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.

Job Grade: 12