Auto PIP - Assoc Consultant Casualty Claims

Our Claims team is currently seeking an Associate Consultant Casualty Claims.

This is a full-time, non-exempt role with a hybrid work schedule (two days in the office) in one of our Hanover offices:

• Worcester, MA
• Howell, MI
• Southfield, MI
• Grand Rapids, MI
• Richmond, VA
• Itasca, IL

The Assoc Consultant Casualty Claims is an entry-level role responsible for managing low complexity, no-fault and/or medical payment claims involving basic medical treatment and wage loss, if applicable. Duties include verifying coverage, evaluating medical bills and other no-fault or medical payment benefits for payment, and communicating with claimants, third parties and providers. Works under guidance to develop understanding of state-specific no-fault and medical payment regulations and claim handling practices.

Under close supervision, the consultant learns the fundamentals of claims handling, documentation, and customer service.

• Verify coverage using established procedures and guidelines.
• Manage routine claims to resolution with oversight.
• Collect and review necessary documentation and information from claimants and other sources.
• Conduct straightforward investigations for simple claims; escalation complex cases to experienced claim handlers.
• May assist in estimating damages and identifying red flag indicators such as potential fraud.
• Conduct recorded interviews as part of the claim's investigation process.
• Accurately enter initial claim information into the claims management system.
• Verify completeness and accuracy of submitted documentation and claim details.
• Process a high volume of routine intake claims following standard procedures.
• Conduct regular reviews of claim files and document summaries to ensure accuracy and compliance.
• Apply tools and technology appropriately to improve efficiency and optimize data management.
• Ensure records are maintained in accordance with company policies and regulatory requirements, including proper ingestion and labeling of data.
• Communicate with claimants to gather initial information, confirm coverage, liability, and damages, and provide status updates.
• Draft and send standard correspondence and emails with support, ensuring clarity, professionalism, and proper documentation.
• Adhere to claimant's preferred communication methods (e.g., email, text, phone).
• Provide empathetic and clear explanations of the claims process and expectations.
• Accurately represent policyholder and third-party claimant information in all communications and documentation.
• Work collaboratively with team members to gather information and complete basic claim tasks.
• Participate in team meetings and contribute to discussions regarding claim status and issues.
• Assist with shared tasks and support colleagues as needed, including coordination with internal and external stakeholders (e.g., APD, Subro, PIP claim handlers, appraisers, Special Investigations Unit).
• Attend company and industry training to build knowledge of claims handling procedures and policies.
• Complete onboarding and training modules, assessments, and checkpoints as directed.
• Apply learned skills under supervision and seek clarification when needed.
• Begin developing foundational skills in time and desk management (e.g., managing diary, email, phone).
• Understand and follow company protocols for protecting Personally Identifiable Information (PII).

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• 1-3 years of work experience, ideally in the medical or criminal justice field. Legal document familiarity is a plus.
• Navigates complex discussions with internal and external groups to reach a mutually beneficial outcome.
• Learning basic management concepts for indemnity, medical, and litigation/resolution practices.