Client Outcomes Specialist II
Proassurance Corporation

An exciting opportunity exists to join the ProAssurance family of companies!

We are a specialty writer of professional liability, products liability and workers' compensation insurance. With approximately 1,000 team members operating in all 50 states, we are well-positioned to offer career opportunities to individuals interested in professional growth.

This position supports our workers' compensation line of business, Eastern Alliance. Preference is for the selected candidate to be based in the Lancaster PA area, but we will also consider qualified candidates in Wexford PA.

Eastern Alliance team members report to an office as needed for team meetings, companywide meetings and moments that matter.

Job Summary:

The primary responsibility of the Client Outcomes Specialist II is to serve as the internal champion of the Eastern Way, Client Services, and Return to Wellness (RTW), and to maximize the favorable outcomes and financial benefits of these philosophies and protocols for the Company, its team members, agents, policyholders, and injured workers. Partnering with the Regional service teams, this position will ensure that the Eastern Way, Client Services, and RTW are effectively and consistently executed across the Company.

Essential Functions:

60% - Executes Client Services protocols. Provides Client Services oversight for the Company's Large Accounts and accounts over $100,000 in manual premium, for all product offerings (Guaranteed Cost, Retros, Large Deductibles, Specialty Risk and Inova) across all Regions.Supports the consistent execution of Eastern's Service Cycle, including:

• Coordinates, schedules, and serves as an active participant in Client Services meetings, including:
• Proper planning and execution of New Account Orientation and set up.
• Sends welcome email and follows up regarding initial needs.
• New business acquisition and set up - Point of Sale.
• Present materials at the annual stewardship meeting to discuss and present solutions.
• Claim Review meetings, as needed.
• Fields the requests, coordinate with team members, prepares materials.
• Works with Client Outcomes Supervisor to develop a Service Plan for execution and measurement.
• Provides ideas and feedback regarding needs to develop and refresh materials, works with Marketing to execute.
• Serves as a point person for client specific needs and maintains consistent expectations regarding service across all teams.
• Analyze accounts where we were not successful (new and renewal) and review with team members as a learning opportunity.
• Assist teams in analyzing account trends throughout policy term and planning appropriate action steps to address / communicate.
• Be a point of contact for any special reports to assist with trending discussions.
• Assists with claim system and/or website training for customers and agents.
• Establishes and maintains location codes for accounts.
• Works with the Claim Support team to update claims.
• Assists with roll-out of new client facing tools and material.
• Educates internal team members, agency partners and clients.
• Works with the policy support team to create account specific panels and serves as the contact for needs, internally and externally.
• Attends large account meetings to provide feedback and determine future service needs.

30% - Executes RTW protocols. Serves as a key resource on RTW by supporting the consistent execution of RTW in the following ways:

• Serves on the RTW Committee.
• Attends Service Team and Department meetings to participate in account specific RTW discussions and action plans.
• Works directly with Service Teams, agents, and insureds on an as-needed basis to facilitate resolution of RTW issues.
• Tracks and reports on RTW initiatives, results, and financial outcomes.
• Monitors RTW log; provides timely and immediate feedback to Supervisors and Managers to address RTW-related performance and training issues.

Secondary Functions:

5% - Facilitates team collaboration and communication. Assist with problem / complaint resolution when necessary. Communicates successes and accomplishments internally and externally. Manages SharePoint utilization & maximization.

5% - Interacts with agency partners (e.g., attends agency visits and events, etc.) and collaborates regularly with Marketing team.

Knowledge, Skills and Abilities Required:

• Bachelor's degree is required. A minimum of 5 years of experience in workers' compensation insurance in an underwriting, claims, marketing and/or risk management capacity. Advanced knowledge of workers' compensation claims preferred. A CPCU or other related industry designation is preferred.
• Excellent written and verbal communication skills with proven ability to coach, lead, influence and motivate others is required.
• Excellent time management skills.
• Strong analytical ability, in order to gather data and summarize for reports; find solutions to problems and prioritize work.
• The ability to drive financial results on Client Services and Return to Wellness initiatives.
• Ability to lead and instill confidence in others through professional credibility with all levels of the organization as well as with outside customers and agents.
• Knowledgeable in various software packages, including Microsoft Office products, such as Word, Excel, PowerPoint, Outlook.

Position Salary Range
$53,779.00 - $88,744.00
The salary range displayed represents the entirety of the pay grade for this position. Most candidates will start in the bottom half of the range. Factors that may be used to determine your actual salary include your specific skills, how many years of experience you have, your location and comparison to other team members already in this role.

This job has expired.