Technical Coach Lead
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Job Description
Claims Quality Technical Coach enhancing claim accuracy and team performance. Coaching processors and driving process improvements in claims management for internal and external satisfaction.
Responsibilities:
- Provide timely, accurate technical support to claim processors, helping teams resolve questions and apply claim processes with consistency.
- Coach individuals and groups through claim complexities, reinforcing technical knowledge, critical thinking, and sound decision-making.
- Deliver training for new or updated claim information, including audit support, on-the-job training, and targeted refreshers.
- Use Service Quality Review Meeting insights, quality trends, and root-cause analysis to identify barriers and recommend practical improvements.
- Partner with supervisors, team members, and onshore/offshore stakeholders to improve quality results, strengthen service outcomes, and support team engagement.
- Help drive process improvements that enhance claim accuracy, reduce rework, and support a positive experience for internal partners and external customers.
Requirements:
- High School Diploma or G.E.D.
- 2+ years of technical claim processing experience, including technical knowledge and application of SHS.
- Current performance that meets or exceeds key performance indicator metrics.
- Strong knowledge of claim processing tools and resources, with the ability to apply them to accurate claim resolution.
- Customer-focused mindset with the ability to support internal partners and external customers with professionalism and care.
- Strong problem-solving, critical thinking, communication, and presentation skills.
- Demonstrated ability to teach, coach, and support others through a variety of claim scenarios and process needs.
- Ability to work effectively with team members and stakeholders across office, remote, onshore, and offshore environments.
Benefits:
- medical
- vision
- dental
- well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- minimum of 18 days of paid time off per year
- paid holidays
- leaves of absence
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