Job description
We are growing and have a newly created opportunity in the role of Short-Term Disability Team Leader where you will be responsible for leading a team of STD Case Managers to get results within their team and the organization by serving as a primary resource and providing direction to team members. In this role, you will set objectives, communicate progress, and hold the staff accountable for adhering to all quality assurance, turnaround time, operational efficiency, and best practice standards. The Team Leader is responsible for assisting staff with career development and career progression, along with encouraging candor and challenging the status quo to continuously improve the way we work. The Team Leader partners with internal cross functional areas for program direction, goal setting, service delivery and development of action plans and leveraging bench strength.
The Team Leader will validate that all STD claims are accurately and fairly adjudicated according to plan provisions, established best practices and within state and federal guidelines. The Team Leader must be able to manage and resolve issues that pertain to claim administration procedures, cost containment activities, reports, quality control and complex customer issues. The Team Leader will work with external customers/clients to enhance the overall experience for the customer. The Team Leader is responsible for the overall functioning of the team and communicating to leadership on team status and performance.
The Team Leader should also demonstrate and model Guardian’s Ways of Working: Think big and grow, Accelerate impact, and Lead change.
You will
- Partner with leadership to develop and communicate objectives and performance goals for the team.
- Manage direct reports’ performance by coordinating with HR to implement coaching plans and performance improvement plans.
- Develop employee goals to promote career growth that enhance level of knowledge for future opportunities.
- Collaborate with internal business partners including Family Medical Leave, Long Term Disability, Service, Sales and Account Management, Group Quality Management and other areas within the Company.
- Promote leadership model to support Guardian values.
- Create regular action plans based on results from employee engagement surveys – the Team Leader owns and acts on engagement survey results.
Manage Risk and Processes
- Review and analyze daily, weekly, and monthly reports on team productivity 1) for operational reporting and monitoring purposes; 2) to identify trends and training opportunities; and 3) to create action plans for improvement.
- Review processes/reports regularly for process improvement opportunities.
- Own relationships with client and get involved, when necessary, in meetings, phone calls, and following through on service issues.
- Prioritize the customer/client experience in day-to-day interactions and processes.
- Identify Continuous Improvement opportunities by reviewing process and eliminating unnecessary steps.
Team Development
- Empower staff to submit operational improvement ideas to revise workflows and procedures.
- Support claims initiatives by encouraging/providing relevant feedback and acting as a change leader for project rollouts.
- Schedule and facilitate team meetings and individual touchpoints.
- Mentor, coach, supervise and develop talent of direct reports by acting as a partner in recommending and coordinating training resources, tools, and plans for individuals to achieve personal and departmental goals and objectives.
- Review claim staff QA/CMA assessments for training or enhancement opportunities.
You have
- Minimum of 5 years of disability claims experience.
- Bachelor’s degree in related field and/or equivalent relevant disability work experience.
- Previous leadership experience in decision making, trouble shooting, staff development, and related skills and abilities.
- Excellent organizational and time management skills.
- Excellent math proficiency and analytical skills.
- Professional oral, written and presentation skills.
- Strong PC skills, including Microsoft Office applications.
- Extensive knowledge of disability products, business rules and procedures.
- Familiarity with mandated state and federal regulations.
- Uses data and analytics to improve or change business process/procedures and team outcomes.
Leadership Behaviors
- Team Leadership – Hire, develop and retain top talent. Recognize and reward team members. Model leadership behavior and act as a servant leader to ensure team success. Communicate effectively with team, champion, and challenge changes with positivity. Own messaging and decision making. Lead team through ambiguity.
- Problem Solving – Be creative and take calculated risks to achieve goals and deliverables. Make mistakes and learn quickly from them, model this behavior for your team.
- Customer/Client Focused – Act with urgency and ownership to resolve customer issues. Proactively identify and resolve issues when possible. Work to ensure self and team prioritize the customer experience.
- Results Focused – drive team to achieve results, focusing on desired outcomes. Action plan for team management despite operational challenges.
- Transformational Leadership
- Have a growth mindset – encourage and implement innovative changes.
- Foster a culture where diverse thoughts, experiences, and backgrounds are valued and celebrated.
- Empower employees to take the initiative to further team and company goals.
- Create a safe environment to try new ideas and make mistakes.
- Demonstrate the courage to make difficult decisions and have candid conversations.
- Encourage candor and transparency.
- Inspire team with vision and model the way.
Location
This is a remote position with minimal travel for team meetings and conferences.
Our Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Salary Range
$55,100.00 - $102,340.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Health Care
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Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
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Dental plan
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Vision plan
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Health care accounts – flexible spending, health reimbursement, and health savings accounts
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Critical illness insurance
Life and Disability Insurance
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Company-paid Life and Disability insurance plus voluntary supplemental coverage
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Accident insurance
Retirement and Financial
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401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
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Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work
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Flexible work arrangements (part in-person/part remote)
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Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
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Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
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Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life
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Emotional well-being, mental health, and work/life resources powered by Spring Health
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Wellness programs, including fitness program and equipment reimbursement
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Child, adult, and elder back-up care support through Bright Horizons
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Adoption assistance
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College planning
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Tuition reimbursement
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Student loan assistance
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Commuter benefits in select metropolitan areas
Justice, Equity, Diversity & Inclusion (J.E.D.I.)
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Employee Resource Groups that advocate for inclusion and diversity
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J.E.D.I. certification and training programs
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Matching gifts/volunteering
Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
applicant_accommodation@glic.com
.
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