Senior Team Lead - Long Term Care/Insurance

Location: Horsham Township, PA

the position and responsibilities:


are looking for someone to lead, direct and manage the Long Term Care (LTC)
Claim Department/ Disability Insurance – including supervisors and staff. You
will be responsible for the overall planning and implementation of claims,
improving efficiency and implementing productivity improvements resulting in a
client focused service delivery. You will also monitor and control costs while
maintaining exceptional service levels, and determine strategies that will
increase the company’s profitability. As the leader within the claim
department, you will have to establish specific performance expectations,
service delivery requirements and audit programs to ensure adherence to policy
and procedures and assist in designing and implementing goal oriented training
programs for new and existing team members.


Duties and Responsibilities include the following (Other duties may be

leadership and guidance to Supervisors to develop highly skilled, result
oriented and customer focused teams that consistently meet and/or exceed
service levels and performance standards.Establish
clear and concise performance standards and service levels and implement
processes that monitor gap analysis and incorporate corrective action planning.Oversee
the set up and delivery of strategic training programs for inexperienced and
experienced claim advisors and encourage external training.Develop,
recommend and implement strategic programs and procedures that encourage
customer loyalty, company profitability and cost effective productivity.Ensure
that Claims is adequately staffed and team members are provided with the
appropriate resources to provide exceptional client service.Direct
all aspects of recruitment and develop interview techniques and tests to ensure
the selection of qualified candidates.Select
and monitor external vendors to ensure exceptional business practices, quality
and cost assurance and their contribution to increasing claims close ratio.Establish
procedures with, and act as a liaison to other business units.Handle
and resolve escalated customer/client calls and complex contentious claims.
Resolve claims issues by collaborating with team members, compliance and other
internal/external stakeholders.Represent
Claims during meetings and inter departmental matters.Represent
Claim Department during internal/external presentationsAny
other duties that may be assigned.


supervises 3 to 7 supervisors and manages the subordinates within the Claims
Department. The Manager will carry out supervisory responsibilities in
accordance with the organizational policies/procedures and applicable laws.
Responsibilities include interviewing, hiring, and training employees;
planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems/issues.


perform this job successfully, an individual must be able to perform each
essential duty effectively.

LTC/ Disability Insurance background is required, which includes understanding
of how claims are processed from an end to end perspective. Also, to perform
this job successfully individual should be well versed in using acronyms and
terminology used in the LTC/ Disability Insurance industry. Experience
interpreting LTC/ Disability Insurance contract language is desirable.
Experience in understanding and interpreting state insurance regulations is