Relies on extensive experience and independent judgment to perform the functions of the job and accomplish goals.  Consistently applies knowledge and expertise to autonomously and proficiently handle complex assignments.  Understands the human dynamics of team formation and maintenance to build effective workgroups.  Develops and communicates clear team goals and provides the level of guidance and management appropriate to the circumstances.  Executes responsibilities professionally and in accordance with the organization’s policies and federal, state, and local laws and regulations.

Leads and develops the Claims Career-Long-Learning team, creating impactful learning content for adjusting roles and implementing practices and processes that can scale across multiple adjusting teams and Claims ancillary teams.

Collaborates closely with Claims leadership to ensure initiatives are addressing critical needs across all aspects of a claims lifecycle and leverages diverse delivery methods aligned with adult learning principles to improve workforce performance.

Designs and develops L&D toolkits for needs analysis, instructional design, and post-training effectiveness assessments. 

Facilitates the development of customized training programs to meet the needs of various adjusting job roles. Upgrades existing training with routine improvements in content, format, and/or delivery.

Leverages technology to improve training efficiency and engagement tools, including, but not limited to, e-learning platforms, interactive software, and AI-enabled solutions.

Personally presents or leads training on some topics and identifies and prepares subject-matter experts with an aptitude for training to serve as presenters on technical topics. 

Develops and maintains relationships with external vendors to provide specialized training programs as needed. 

Continues to develop expertise on effectively creating and delivering training programs that improve performance. 

Education: High school diploma or equivalent certification; bachelor’s degree from an accredited college or university; or equivalent combination of education and technical training combined.

Certifications/Licenses: Designated for California and licensed to adjust workers compensation claims in one or more jurisdictions required, or ability to achieve within 9 months from placement into position.

Experience:  Minimum of five(5) years of work experience with minimum of three (3) years of insurance claims adjusting, claims operations, or a closely related function. Demonstrated experience developing and executing department-level training.  Prior supervisory experience a plus. 

• Demonstrated proficiency with Microsoft Office/365 applications and mastery of proprietary and vendor software programs.
• Knowledge of workers compensation regulatory requirements and best practices.
• Familiarity with e-learning platforms and able to rapidly master a variety of multimedia learning tools.
• Able to analyze data and identify issues and trends.

• Able to read and understand basic documents, including statutes, regulations, business periodicals, professional journals, technical procedures, legal opinions, legal correspondence, investigative reports, medical records, medical billing, claim notes, and claim data fields.
• Able to draft clear, concise presentations in various media formats and reports accurately conveying complex and nuanced information, as well as professional business correspondence.
• Able to effectively present information and respond to questions with Management, facilitators, trainees, stakeholders, and external parties both in individual conversations and presentations in groups.