Senior Disability Claims Examiner, Concierge Team (Virtual)

Job Classification:Operations - Insurance OperationsWe are seeking a Senior Level Claim Manager to provide top-tier customer service to one of our largest Group Insurance clients. In this role, you will gain a deep understanding of the client's culture and apply your expert customer service skills to guide and support their employees at the start of their leave. You will work with various products, including Short Term Disability, Statutory Leaves, and Absence, to ensure a seamless experience for employees.As a member of this team, you will go beyond traditional claim management duties. This includes handling customer service calls specifically for your assigned client. You are expected to become thoroughly familiar with the client's culture and product offerings to deliver exceptional service to both the client and their employees. You will look for opportunities to enhance the claimant experience and act as a champion for continuous process improvement within the Concierge Team. You will have the chance to interact with the client's Leave team during quarterly virtual meetings and will engage daily with the client's Benefits Business Partners.Responsibilities:Provide excellent customer service while managing approximately 95 Short-Term Disability (STD) claims.Oversee a portfolio of complex claims, including those involving co-morbidities, behavioral health issues, and self-reported symptoms.Qualifications:2-3 years of experience in STD is required (FMLA/State Leave experience is preferred).Proficient in proactive communication through various channels, such as phone, email, letters, Teams messaging, group Teams calls, and one-on-one video calls, to deliver exceptional service.Energetic and customer-focused, with a proven ability to maintain strong customer relationships.Confident in communicating with highly skilled and educated claimants in the software industry, especially in challenging situations.Excellent documentation skills to accurately capture telephone c