Ancillary Claims Supervisor Job Description
Title: Ancillary Claims Supervisor
Reports to: Claims Manager
Department: Operations/ Claims Department Direct Reports: Yes Exempt Status: Exempt Work Schedule: Hybrid (In-Office Tuesday–Thursday; Remote Monday and Friday, subject to business needs and management approval)
Job Purpose
The Ancillary Claims Supervisor is responsible for leading the day-to-day operations of the ancillary claims team within a high-volume call center environment. This role ensures timely, accurate claim adjudication while driving performance against key service and productivity metrics.
The Supervisor provides strong leadership, coaching, and operational oversight to a team of claims examiners, fostering a culture of accountability, consistency, and customer-focused service.
Essential Job Functions: - Oversee daily call center operations, including phone, email, and chat workflows, ensuring service levels and KPIs are consistently met (AHT, SLA, productivity, adherence).
- Monitor real-time dashboards and adjust staffing or priorities to maintain optimal coverage and service performance.
- Serve as escalation point for complex or high-risk customer interactions, ensuring professional and timely resolution.
- Support front-line operations during high-volume periods to maintain service continuity.
- Perform manual check payment requests as backup to Project Coordinator
- Conduct biannual performance reviews and provide verbal and written coaching, feedback, and performance counseling as needed.
- Coach and train less experienced examiners to ensure performance aligns with established operational standards and expectations
- Serve as a mentor and resource for the claims department and is available for consultation/discussion with examiners
- Assist with promoting and managing an effective quality assurance and training program
- Assess more complex cases and settle or initiate further actions within approved authority limits
- Ensure adjudication processes follow stated acceptable standards
- Assist the Claims Manager with scheduled and unscheduled internal and external claim file audits
- Conduct trend analysis to identify potential adverse claims results or operational improvement opportunities.
- Produce and deliver ad hoc reporting to requested individuals; assist with the production of department reporting
- Review selected dealership accounts to proactively identify any service or loss control issues and will make recommendations on how best to address them with collaboration Claims Manager
- Assist with staffing which includes contacting potential candidates, scheduling interviews, conducting interviews, and input on the release of employee(s)
- Oversee timekeeping accuracy by reviewing and approving employee timecards, attendance, and PTO requests in support of the payroll process.
- Demonstrate versatility and adaptability to navigate various directions and challenges within the role.
- Perform Manager duties in his/her absence.
Minimum Qualifications:
- Minimum 2 years of claims or call center environment experience
- Minimum 2 years prior leadership experience
- High proficiency with MS Office suite
- Familiar with contact center software solutions. NiCE InContact is a plus.
- Claims Adjusters License (preferred)
- Experience in team leadership, training, development, and performance management.
- Ability to make sound decisions, resolve problems, prioritize assignments, and lead a workforce in a fast-paced, ever-changing environment.
- Proven ability to manage multiple task efficiently and effectively while meeting deadlines.
- Exceptional attention to detail and a high degree of accuracy.
Key Competencies:
- Leadership & Coaching: Demonstrates strong leadership presence with the ability to motivate, develop, and hold team members accountable.
- Call Center Operations Expertise: Deep understanding of high-volume, multi-channel service environments.
- Claims Expertise: Strong analytical and decision-making skills related to claims adjudication.
- Customer Focus: Committed to delivering a high-quality customer experience across all interactions.
- Communication: Clear, professional communication across all levels of the organization.
- Problem Solving & Adaptability: Ability to prioritize, pivot, and make decisions in a fast-paced environment.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
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