Supervisor, Worker's Compensation and Liens

Requisition #: 5739
# of openings: 1
Fund: 1199SEIU Benefit and Pension Funds
Department: Worker's Comp & Liens
Position Status: Permanent
Employment Type: Full time
Category: Non-Bargaining
Location: New York, NY
Work Hours: M - F, 9:00 a.m. to 5:00 p.m.

Description

Responsibilities:

 

  • Partner with Manager to ensure the Worker’s Compensation/Liens Department and Fund goals are implemented, accurately communicated and achieved

  • Supervise staff in accordance with established departmental procedures, Human Resources guidelines, and provisions of Collective Bargaining Agreement

  • Conduct daily monitoring of calls using call management system (Cisco Unified Contact Center Enterprise); generate and review reports for trending, system issues and repeat calls for an improved member experience; Conduct Listening Sessions and coaching for phone staff based on monthly TQA Reports
  • Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, maintain an ‘open door’ policy remaining approachable and accessible, and provide constructive feedback on a regular basis

  • Prepare performance evaluations for direct reports; monitor and evaluate achievements of performance standards (i.e. productivity, accuracy, and attendance) and take corrective action as necessary; identify strengths, areas of development; create improvement plans, coach and counsel as appropriate

  • Resolve escalated member calls and/or emails and act as liaison between attorneys, insurance carriers, health care providers, and various Fund departments regarding third party liens, no-fault, and worker’s compensation cases; troubleshoot, resolve and follow-up on urgent matters
  • Monitor manage and process staff time and attendance via timekeeping system (E-time) and manage staff schedule adherence.
  • Conduct quality reviews of Workers’ Compensation/Liens staff to ensure operational policies and procedures are being adhered to, (e.g. timely follow up; accuracy of letter/tracking, etc.)

  • Review, analyze and assess workers’ compensation, third party and no- fault case files through e-case, e-law, e- courts, PerfectLaw, QNXT, and V3
  • Review and negotiate the Funds’ reimbursement with attorneys and members based on established guidelines in Fund’s Third- Party Lien policy
  • Thoroughly monitor and maintain PerfectLaw database and production reports to ensure timely follow-up on Worker’s Compensation/Liens cases; prepare monthly reports on recovery activities; Identify areas for development, create improvement plans, coach and counsel as appropriate
  • Coordinate and attend weekly worker’s compensation clinic and review worker’s compensation intakes with attorney
  • Perform additional projects and responsibilities as assigned by management

Qualifications:

  • Bachelor's degree in Political Science, Law, Business Management or relevant years of experience

  • Minimum three (3) years relevant work experience in settlement and adjudication of Third Party and Worker’s Compensation Claims; must include one (1) year practical experience supervising professional staff; call center experience preferred; experience conducting audits, and quality assurance preferred

  • Knowledge of Fund’s and management systems (eligibility, disability, medical, PerfectLaw, Cisco, etc.)/benefits and rules (1199 SEIU National Benefit Fund, Greater New York Benefit Fund, Home Care Employees Benefit Fund) required
  • Intermediate skill level in Microsoft Word and Excel required; knowledge of PowerPoint preferred
  • Good knowledge of claims processing, medical terminology, worker’s compensation, liens required; knowledge of legal terminology and paralegal experience preferred
  • Familiar with call center operations supervision, technologies, methodologies and performance measures to manage staff performance
  • Able to direct and motivate staff to meet or exceed standards; experience monitoring productivity and quality standards
  • Good leadership skills and ability to direct and motivate staff; superb communication skills both verbal and written
  • Excellent critical thinking, attention to detail and problem-solving skills; able to work well independently and as a team player
  • Demonstrated organizational skills with ability to multi-task and meet operational deadlines
  • Ability to work well under pressure, maintain professional manner and presentation

 



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