Claims Experience Squad Lead

Summary

Join Lemonade as a highly skilled leader to manage and develop a team of claim advocates specializing in bodily injury claims. You will oversee a team processing medical bills for PIP and MedPay, ensuring efficient claim handling and exceeding customer expectations. This critical role involves guiding, mentoring, and developing advocates, handling complex claims, driving team performance through data analysis, and providing regular feedback. You will also track and report performance metrics, fostering a collaborative remote work environment. The ideal candidate possesses extensive experience in PIP/MedPay auto claims, leadership experience managing auto adjusters, and proficiency in relevant systems. A bachelor's degree or equivalent experience is required.

Requirements

• 6+ years of experience handling PIP/Medpay auto claims
• 2+ years in a leadership role managing a team of auto adjusters
• Bachelor’s degree in Finance, Business Administration, or related field (or equivalent experience)
• Proficiency in Mitchell Decision Point, medical bill processing, and evaluation systems
• A proven track record of growing, managing, and coaching a successful team
• Licensed as an Auto Adjuster in any state, preferably CA and TX
• The ability to approach your work with empathy, patience, and positivity
• Ability to manage a team remotely

Responsibilities

• Guide, mentor, develop, and manage a team of advocates, fostering their growth and ensuring high performance in processing bodily injury claims
• Assist in handling claims, including addressing complex customer escalations and clearly explaining intricate coverage decisions
• Drive team performance using data to identify and align on the biggest areas for improvement, implementing strategies that boost efficiency and accuracy
• Lead regular team huddles on Zoom and engage your remote team via Slack, creating a connected and collaborative environment
• Track and report performance metrics and team KPIs, using insights to inform future priorities and optimize team operations
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers to boost growth and performance, encouraging a culture of continuous improvement

Preferred Qualifications

• Experience working with large national auto service vendors
• Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture

Benefits

• Equity
• Benefits