Senior Director, Claims and Client Services

Summary

Join Intercare as a Sr. Director, Claims & Client Services – Medical Malpractice and lead a team of 3-6 in a dynamic leadership role reporting directly to an Associate Vice President. You will be responsible for team growth, development, and productivity, while ensuring exceptional client service and work quality. The role encompasses managing claims representatives, developing client relationships, overseeing daily operations, and contributing to marketing and growth initiatives. Success requires strong leadership, communication, and problem-solving skills, along with experience in liability claims management. The ideal candidate will possess a JD or Bachelor's degree and at least five years of relevant experience.

Requirements

• Demonstrate an open mind, an eagerness to learn, a positive attitude, and healthy curiosity
• Possess strong communication skills, being open and respectful of everyone
• Exhibit flexibility and the ability to adapt to change quickly
• Demonstrate problem-solving, change, and conflict management skills
• Lead by example and service
• Possess management skills, including staff involvement in planning and decision-making
• Provide exceptional customer service
• Demonstrate strong business acumen
• Exhibit discipline in all aspects of the position with a focus on accuracy, thoroughness, and a constant desire for improvement
• Possess project management skills
• Have a minimum of five years’ experience managing liability claims and/or defending medical professional and general liability lawsuits
• Possess specific experience and knowledge of national claims management rules and regulations for liability claims management
• Ability to read, analyze, and interpret insurance policies, statutes, legal opinions, general business periodicals, professional journals, technical procedures, and governmental regulations
• Ability to write complex coverage letters, reports, business correspondence, procedure manuals, and correspondence to clients, colleagues, and industry peers
• Ability to effectively present information, both verbally and written, and respond to questions from groups of managers, clients, customers, and the general public
• Fluent spoken and written English
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Strong problem-solving and analytical skills
• Proficiency with Word, Excel, Outlook, PowerPoint, RMIS software, Zoom, TEAMS, WebEx, GoToMeeting, and other tele-video conferencing software and apps

Responsibilities

• Manage the growth, development, and productivity of a team of 3-6
• Manage Claim Representatives/Adjusters
• Develop and maintain strong relationships with clients
• Ensure client service, work quality, and work efficiency of the claims team
• Coach and counsel the claims team, including training, mentoring, and monitoring work product
• Conduct performance evaluations and institute corrective action when appropriate
• Prepare and present data and stewardship reports to each client
• Carry a caseload (potentially)
• Work closely with other managers, supervisors, and the EVP of Claims to run the Liability Division
• Handle day-to-day operations such as education, training, internal and external meetings, contract renewals, internal and external audits
• Ensure compliance with national statutory and regulatory requirements for claims management
• Participate in strategic planning
• Draft or revise policies, procedures, best practices, forms, and client instruction guidelines
• Work closely with every member of the Intercare team to promote growth
• Develop additional business with current clients and develop new business for the Intercare team
• Monitor productivity and compliance trends of the division for implementing procedural adjustments to enhance or improve productivity and results
• Revise and develop division policies, procedures, and forms to ensure compliance with industry best practices
• Develop and present training and educational programs for colleagues and clients
• Assist with contract renewal and negotiations
• Maintain the mindset that everyone is a potential client
• Actively and consistently network with colleagues, clients, risk managers, carriers, brokers, captive managers, co-defendants, and other service providers to cultivate new business
• Attend national conferences and network on behalf of Intercare to cultivate new business
• Prepare and participate in submissions for national speaking opportunities
• Participate in national speaking engagements
• Participate in oral presentations in response to RFPs

Preferred Qualifications

• Juris Doctorate (JD) or Bachelor’s Degree
• Home state adjuster and/or law licensure