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Claims Review Manager in Memphis, TN at ServiceMaster

Date Posted: 7/31/2020

Job Snapshot

Job Description



Position Overview

Manages validation of claims and may assist with the more complicated issues, process improvement, call handling statistics, communication with management and vendors, software changes, process/efficiency changes and training.



Job Responsibilities

  • Performs validation of claims submitted to the insurance carriers in the Managed Mitigation Program (MMP) including: validation of equipment sizing and correct invoicing of line items, correctly noted equipment placement, water flow, and psychometric review of data to show grain depression in the record of drying conditions, etc.
  • Manages the day to day activities of the Managed Mitigation Program and serves as the escalation point and subject matter expert.
  • Assists team in meeting set objectives and goals, while maintaining budget requirements.
  • Travels as needed to build and maintain key insurance relationships to ensure compliance to current claims review program and the development of ideas of how to continually improve and expand the relationship with the customer.
  • Manages multiple complex projects/business process improvement initiatives simultaneously.
  • Compiles and analyzes call handling statistics and maintains all franchise lead dispute process completion and statistics.
  • Provides support and communication to Disaster Restoration team, Regional management team and approximately 650 participating QRV franchises.
  • Communicates with vendor to provide job knowledge and productivity consistency.
  • Coordinates with IT on software changes and additions.
  • Develops communication and training material related to 800RESPOND/866RECOVER.
  • Recommends efficiency improvements for the Claims Capture Unit.
  • Presents claims-related overview and training to the QRV academy.


Job Requirements

  • Bachelor degree and/or 4 years of relevant experience in management, operations, or call center experience
  • Ability to autonomously work on multiple, complex and highly important business projects
  • Ability to apply and explain psychometric theory
  • Ability to manage and direct work flow and continually improve processes
  • Ability to manage people
  • Ability to read and interpret contracts and insurance program guidelines
  • Ability to travel up to 25% of the time
  • Positive interaction with internal customers and external customers
  • Good communication skills, both verbal and written
  • Knowledge of Microsoft Products


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster companies are proud to be EOE.

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