Responsibilities: Partner with Manager to ensure the Worker’s Compensation/Liens Department and Fund goals are implemented, accurately communicated and achievedSupervise staff in accordance with established departmental procedures, Human Resources guidelines, and provisions of Collective Bargaining AgreementConduct 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 ReportsEnsure 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 basisPrepare 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 appropriateResolve 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 mattersMonitor 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 V3Review and negotiate the Funds’ reimbursement with attorneys and members based on established guidelines in Fund’s Third Party Lien policyThoroughly monitor and maintain PerfectLaw database and production reports to ensure timely follow-up on Worker’s Compensation/Liens cases; prepare monthly reportson recovery activities; Identify areas for development, create improvement plans, coach and counsel as appropriateCoordinate and attend weekly worker’s compensation clinic and review worker’s compensation intakes with attorneyPerform additional projects and responsibilities as assigned by managementQualifications:Bachelor’s degree in Political Science, Law, Business Management or relevant years of experienceMinimum 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 preferredKnowledge 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) requiredIntermediate skill level in Microsoft Word and Excel required; knowledge of PowerPointpreferredGood knowledge of claims processing, medical terminology, worker’s compensation, liens required; knowledge of legal terminology and paralegal experience preferredFamiliar with call center operations supervision, technologies, methodologies and performance measures to manage staff performanceAble to direct and motivate staff to meet or exceed standards; experience monitoring productivity and quality standardsGood leadership skills and ability to direct and motivate staff; superb communication skills both verbal and writtenExcellent critical thinking, attention to detail and problem-solving skills; able to work well independently and as a team playerDemonstrated organizational skills with ability to multi-task and meet operational deadlinesAbility to work well under pressure, maintain professional manner and presentation