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*Direct and oversee a team, or teams, of highly skilled leaders and/or Colleagues who are responsible for Disability, Absence Management and/or Supplemental Medical claim processing. Work with Supervisors, highly skilled Colleagues and other departmental or divisional leadership to set and manage goals and performance expectations which support accurate, fair service and the timely claim processing which comply with state and federal regulations.  Assist Director with resolving the most complex claim issues and/or working with internal and external legal representatives to provide direction and support in defense of lawsuits and to help keep litigation to a minimum.

*Actively manage staff and plans for the appropriate allocation and use of resources; analyze past workloads to determine future needs and identify service trends which may detract from providing quality service to the Customer.  Develop Supervisors and Colleagues within area of responsibility, giving appropriate feedback on performance to ensure strengths are reinforced and areas needing improvement are appropriately addressed.  Hold Supervisors accountable for Colleague development within their area of responsibility.  

*Demonstrate advanced judgement and collaborate with other leaders to leverage past experience to develop standardized processes and procedures which focus on advancing the service provided.  Work with others to identify deficiencies and areas of improvement. Act as a mentor and motivate Colleagues to provide superior service.  Lead department or division improvement initiatives which result in improved processes, procedures and systems which support a positive Customer experience.

Skills & expiercne

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