Review Team Manager

IICRC; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, & vision benefits

Opportunity for advancement

Training & development

Wellness resources

401(k) matching

Job summary

Paul Davis Restoration is seeking a Review Team Manager to lead a staff of estimate reviewers within the Claims Force, driving accuracy, speed, and customer service. The role collaborates across departments to improve carrier scores and supports claim management escalations, performance accountability, and team oversight.

The position is remote or hybrid, reports to the Director of Estimate Reviews, and offers a salary range of $65,000–$75,000 per year with benefits and advancement

Qualifications

• Bachelor’s Degree or equivalent experience in insurance claims or related field.
• 1+ years of experience with estimation principles for the insurance industry.
• 2+ years experience with contracting and/or field work for a given trade.
• 3+ years of personnel management or coaching.

Responsibilities

• Recruits, onboards, and trains new Claims Force team members.
• Completes monthly meetings with team members for performance coaching and management.
• Completes monthly Goal Setting & Review (GS&R) meetings focusing on continuous improvement.
• Supports team members’ growth with SMART Goals and development paths.
• Facilitates and conducts team calibration meetings.
• Supports assignment-level success through control points including scorecard support and estimate reviews.
• Provides direct support for claim spikes and organizational demands.
• Communicates effectively with stakeholders within the organization.
• Coaches franchises on opportunities to improve estimating and documentation performance.
• Identifies trends and communicates with Directors and other leaders.
• Provides onboarding support for new team members and new positions.

Skills

Team leadership

Estimate reviews

Communication skills

Microsoft Office

Problem solving

Insurance claims knowledge

Training & coaching

Time management

Education

Bachelor’s degree or equivalent in insurance claims

High School Diploma or GED

Tools

Xactware

Symbility

Job description

Benefits:

• Medical, Dental, & Vision Benefits
• Opportunity for advancement
• Training & development
• Wellness resources
• 401(k) matching

Do YOU want to make an Impact in your community in a diverse and inclusive company, working in a dynamic and growing industry, while supporting your personal and professional journey in your career? Come and join the Paul Davis Team!

Our company's mission is to provide opportunities for great people to deliver best-in-class results. Are you looking to leverage your expertise to grow in a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates 340+ franchise locations across North America, seeks a new REVIEW TEAM MANAGER!

FLEXIBLE POSITION - REMOTE OR HYBRID ROLE

Reports to: Director of Estimate Reviews

Salary range: $65,000 - $75,000 annually

Position Summary

This Review Team Manager will serve as a member of the Claims Force team (formerly known as Quality Assurance). The primary responsibility of the Review Team Manager is to lead a team of staff estimate reviewers in performance management, SMART goal creation, and team meetings with collaboration between other departments within the franchisor, designed to strategically place Paul Davis at the top of each carrier’s score card. Work standards for the Manager and the team are focused on accuracy, speed, customer service, and similar supporting metrics. The Review Team Manager will support the team with claim management escalations, performance accountability, and general oversight.

Essential Duties/Responsibilities

• Recruits, onboards, and trains new Claims Force team members
• Completes monthly meetings with team members for performance coaching and management
• Completes monthly Goal Setting & Review (GS&R) Meetings with team members focusing on continuous improvement
• Supports team members’ growth with creation of SMART Goals and development paths
• Facilitates and conducts team calibration meetings
• Supports assignment-level success through control points that include but are not limited to: Scorecard support, pre-estimate upload SLAs, estimate reviews, centralized remote estimate creation, and post-QA Approval managed repair
• Provides direct support for any function within the team during claim spikes to help with coordination of claims, catastrophe events, team member absences or shortages, and as requested based on organizational demands
• Communicates effectively with direct reports, supervisor, franchisees, and insurance carrier partners, and all stakeholders within the organization
• Communicates effectively with direct reports, supervisor, franchisees, insurance carrier partners, and all stakeholders within the organization
  • Communication expectations include inbound and outbound phone calls, Validate, CMS, claim management system notes, email, MS Teams, and other potential software/communication applications
• Coach franchises on opportunities to improve their estimating and documentation performance
• Provide assistance to franchises on estimating requirements and claim expectations, based on carrier guidelines; and support technical claim inquiries across the estimating/claim management platforms
• Identify and communicate trends to Directors, Team Managers, Account Managers, Regional Business Coaches, and other organizational stakeholders
• Provides trend analysis of internal performance to supervisor and participates in problem-solving sessions to address gaps
• Provides support to the Director of Claims Force and other leaders in the onboarding process of new team members and those in new positions, acting as a key support role in organizational and departmental success
• Creates opportunities for team building through engaging meetings and events, strengthening the cohesiveness of the team and creating the opportunity for a high level of support to the network
• Approves timecards for direct reports
• Approves expense reports for direct reports
• Other projects or duties as assigned

Competency – Knowledge, Skills and Abilities:

• Proficient use of a laptop and operating accessories
• Proficient use of Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint, Forms, PowerPoint, Word, Excel)
• Subject matter expert-level knowledge and performance excellence within the insurance industry, including but not limited to mitigation, contents, and reconstruction concepts, operational practices, and verbiage
• Ability to lead and manage a team to move through reviews of varying job types, estimate severity, and complexity
• Assertive, professional communication skills - adaptive communication based on the context of the information being conveyed, both verbal and written
• Ability to assertively embrace the continuous improvement model and provide feedback necessary to move the business forward
• Proficient use of technology applications, including the creation of new documents
• Ability to independently problem solve, resolve conflict, and manage priorities
• Ability to learn and implement new processes related to our industry and the specific duties and responsibilities required to be successful in this role
• Ability to review and write estimates for water mitigation, mold, fire mitigation, temporary repairs, contents, reconstruction, and other job-type estimates in an accurate and timely manner
• Ability to complete multiple reviews or estimates within a given time frame
• Knowledge of estimating platforms; Xactware Products, Symbility, and other estimating software
• Knowledge of estimating principles for the insurance industry
• Ability to learn and operate our primary operating systems
• Ability to successfully pass required industry and company certifications on first attempt
• Ability to answer and communicate with PDRI, Independent franchises, and PDP offices via phone and email
• Ability to work in our main operating systems
• Ability to work independently
• Ability to pass and maintain a satisfactory background check
• Ability to maintain a high level of confidentiality

Required Education and Experience

• High School Diploma or GED
• Bachelor’s Degree or equivalent experience in insurance claims or related field
• 1 plus years’ experience with estimation principles for the insurance industry
• 2 plus years’ experience with contracting and/or field work for a given trade
• 3 plus years’ experience with personnel management or coaching

Preferred Education and Experience

• Experience serving in a customer service role.
• 5 plus years’ experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.
• 5 plus years personnel management or coaching experience

Physical Requirement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit, climb or balance, stoop or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Must be able to stay in a stationary position up to 100% of the time
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
• Must be able to observe and perceive information on a computer and documents
• Must be able to communicate and converse with customers over the phone
• Occasionally will lift up to 10lbs
• Ability to safely operate a company vehicle

Work Environment

The employee will be working indoors. The employee will be exposed to air conditioning and heat. The employee will be exposed to normal noises throughout the office.

Travel

This position may require up to 20% travel. This position may require travel to franchise locations, training, client/partner meetings, and team meetings.

Reasonable Accommodation for Disability

Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.

The ADA defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.

Disclaimer

Paul Davis Restoration is an equal opportunity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Flexible work from home options available.