Director, Claims Triage

Job Description

Business Title(s): Director, Claims Triage

Employment Type: Full-Time

FLSA Status: Exempt

Location: In-Office (Richmond, VA; Omaha, NE; Albany, NY; Chicago, IL; Los Angeles, CA; Houston, TX; New York, NY)

Summary: We are looking for a highly capable Claims Triage Director to join our Claims team and work from either our Richmond, VA or Omaha, NE offices. Alternatively, we can also fill this role in our offices in Albany, NY, Chicago, IL, Los Angeles, CA, Houston, TX, or New York, NY. The Director, Claims Triage leads a nationwide triage operation, managing a fast‑paced team responsible for the time‑sensitive intake and accurate routing of workers' compensation, liability, and property claims.

This role drives a best‑in‑class triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. The Director also oversees budgeting, talent development, and stakeholder relationships to maintain a high‑performing, customer‑focused team.

This is a 100% in‑office position. Candidates must be able to work on‑site at a designated company office during standard business hours.

• Manage a team of 3 Senior Triage Specialists along with a Triage Team Lead who manages a team of 4 Triage specialists responsible for claim intake, assignment, and preliminary information gathering and decision making. The team has accountability for internal and external customers throughout the U.S. Hours of operation are 7 am–7 pm Eastern Time, which may sometimes require a presence in the office during non‑standard office hours.
  
  Currently the department triages claims for workers’ compensation, liability, inland marine, and property claims for both the United States and Bermuda.
• Establish, refine and evolve best‑in‑class Triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking.
• Drive continuous improvement through initiatives involving employees, processes and technology. Lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.
• Working with the SVP – Global Claims Operations partner with key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department and the Triage department can meet its Critical Success Goals and the company can meet both growth and profitability targets.
• Create and maintain a positive working relationship with all direct reports, peers, and other claims department managers to ensure the Triage Department operations add value and meet or exceed the needs of internal stakeholders and are compliant with set expectations.
• Manage expenditures for the Triage Department to budget/plan.
• Support the professional claims selection process to retain claims professionals that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service.
• Conduct Development Reviews and engage direct reports in developmental and skill‑building opportunities.
• Train and mentor staff.
• Act as a role model demonstrating belief in, and commitment to, the aspiration values of Argo Group, continuing to build and lead a value‑based organization committed to long‑term success.

• Proven people management experience, advanced knowledge of triage claims and process improvement, and an exceptional customer service focus, typically obtained through:
  • Minimum 7 years claims operations experience, including 4 years in a People Leadership capacity. Prior experience as a claims adjuster is helpful.
  • Bachelor's degree required, or four additional years of claims operations experience in addition to the 7 mentioned above.
  • Six Sigma Black Belt certification strongly preferred.
  • A combination of experience, technical and strategic skills, and practical know‑how to oversee the design, building, and management of an AI system based on LLM that is reliable, adaptable, and works well.
  • Experience setting up…