Client Services & RTW Specialist

ProAssurance; Carmel (IN); On-site; USD 50,000 - 83,000; Full time

Benefits offered by this job

Best-in-class benefits program

Job summary

ProAssurance seeks a Client Outcomes Specialist I to champion Eastern Way, Client Services, and Return to Wellness (RTW) initiatives. You will maximize favorable outcomes for policyholders, agents, and injured workers, coordinating with regional teams across service cycles and RTW processes.

You will help maintain dashboards, train customers via portals, and support roll-out of new client tools while collaborating with Marketing and Claims.

Qualifications

• Bachelor's degree is required. A minimum of two years of experience in workers' compensation insurance in any capacity.
• Excellent written and verbal communication skills with proven ability to coach, lead, influence, and motivate others is required.
• Excellent time management skills.
• Strong analytical ability, in order to gather data and summarize for reports; find solutions to problems and prioritize work.
• The ability to drive financial results on Client Services and Return to Wellness initiatives.
• Ability to lead and instill confidence in others through professional credibility with all levels of the organization as well as with outside customers and agents.
• Knowledgeable in various software packages, including Microsoft Office products, such as Word, Excel, PowerPoint, Outlook.

Responsibilities

• Execute Client Services protocols for accounts under $100k in premium. Support the consistent execution of Eastern's Service Cycle, including:
• Send out welcome emails to new insureds under $100k.
• Include link for onboarding experience and their contact information for questions.
• Serve as a point of contact for general questions and assist with getting them the answers or direct to who they need to speak with.
• Provide ideas and feedback regarding needs to develop and refresh materials, work with Marketing to execute.
• Respond to incoming telephone calls, emails, and online inquiries from policyholders and agents.
• Assist customers with registration, navigation, and troubleshooting of online service portals.
• Provide general information regarding policy coverage, billing, payment options, audits, and claims processes.
• Route complex issues to Claims, Underwriting, Billing, Audit, or IT departments as appropriate.
• Assist teams in analyzing account trends throughout policy term and planning appropriate action steps to address/communicate.
• Work with Manager and Senior Client Outcomes Specialist to become a point of contact for any special reports to assist with trending discussions.
• Assist with claim system and/or website training for customers and agents.
• Establish and maintain department codes for accounts.
• Work with the Claim Support team to update claims.
• Assist with roll-out of new client facing tools and material.
• Work with the policy support team to create account specific panels and serve as the contact for needs, internally and externally.
• Identify opportunities to improve customer service processes and self-service adoption.
• Maintain accurate documentation of customer interactions and resolutions.
• Attend Service Strategy Sessions to provide feedback and determine future service needs as a learning opportunity with the Senior Level Client Outcomes Specialist.

Skills

Communication skills

Time management

Analytical ability

Financial acumen

Leadership

Office software

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

ProAssurance seeks a Client Outcomes Specialist I to champion Eastern Way, Client Services, and Return to Wellness (RTW) initiatives. You will maximize favorable outcomes for policyholders, agents, and injured workers, coordinating with regional teams across service cycles and RTW processes.

You will help maintain dashboards, train customers via portals, and support roll-out of new client tools while collaborating with Marketing and Claims.