Claims Administrative Supervisor

Responsibilities

• Oversee day‑to‑day operation and coordination of Claims Assistants.
• Ensure timely workflow and prioritization of clerical tasks, management of diary, and the appropriate training or matching of task complexity to staff capabilities.
• Manage the Coming Full Circle process for each direct report – complete Setting Expectations, mid‑year check‑in, and year‑end review process timely.
• Ensure that direct reports have clear understanding of expectations around behaviors and results and that those are in alignment with goals and expectations of the larger Claims function.
• Provide Zen Care training, technical administration, process management, and quality oversight.
• Support Claim Assistant goals, evaluate training needs, and ensure compliance with performance standards.
• Assist Claims branch with hiring, promotions, and disciplinary actions if necessary for Claim Assistants.
• Train new Claims administration staff on day‑to‑day role and accountabilities.
• Create and sustain an environment that motivates team members to achieve desired results.
• Work closely with Claims leadership and corporate leadership to ensure support staff understands how they contribute to corporate objectives and execute on their objectives.
• Perform other duties and projects as assigned.
• Model and maintain superior customer service practices for internal and external partners in line with Zenith value proposition and success profile at superior level.
• Provide coaching and feedback to clerical team members; ensure appropriate skills and knowledge exist.
• Understand, identify and implement process improvement strategies to include assistance with system changes and/or enhancements.
• Work closely with technology leaders to implement better efficiencies.
• Assist in bridging new technologies for Claims developed by our leaders in technology and business process improvement.
• Maintain updated job description, day‑to‑day accountabilities, and setting expectations documents for Claims Assistants.

• High School Diploma or equivalent required.
• Bachelor’s Degree or equivalent business experience required.
• 3+ years of previous experience handling/managing Workers’ Compensation clerical and administrative duties required.
• Prior supervisory experience or 3 years’ work experience demonstrating expert‑level knowledge of technical workers’ compensation processes and support staff functions.
• Experience with a medical background, preferably utilization review in California and out‑of‑state jurisdictions strongly preferred.
• Excellent verbal and written communication skills necessary.
• Ability to work independently, travel to various offices, and establish rapport quickly with all staff.
• Work experience demonstrating effective time management, organizational, and collaborative skills a must.