Client Claims Director

📣 We're Hiring: Client Claims Director
💼 Business Segment: Broadspire
🌍 This is an exciting opportunity to join a global leader in claims management and make a meaningful impact through your expertise.
✅ Why Join Crawford & Company?
💼 Excellent Crawford Benefits that Empower Financial, Physical, and Mental Wellness
💰 Generous Employee Referral Bonus Program
🛍️ Access to Multiple Employee Discounts
🔍 Role Overview:
✅ Serve as the primary claims liaison for a designated client, driving program enhancements, client-specific directives, and claims process improvements.
✅ Partner with Adjusters, Team Leaders, Team Managers, and Service Center Managers to enhance claim quality, staffing strategies, operational efficiency, and claim outcomes.
✅ Monitor claim performance through analytics, ensuring compliance with client Special Handling Instructions, Best Practices, and service expectations.
✅ Oversee claim operations, including investigations, reserve management, workflow optimization, litigation management, and claim file audits.
✅ Coach and educate claim staff on customer service, technical claim handling, supervision standards, reserve controls, data accuracy, and quality results.
✅ Manage client reporting and statistical data while ensuring effective utilization of Medical Management Services, Subrogation Vendors, SIU Services, Attorneys, and other program resources.

Responsibilities

• Assists in the section, training and development of an effective and efficient staff.
• Monitors key metrics on a daily, weekly or monthly level as needed. Key metrics include general metrics as well as those specifically targeting client initiatives.
• Along with Account Executive, communicates Client's expectations and ensures compliance via interaction with Team Manager and Service Manager.
• Provides claim specific guidance to staff as applicable ensure proper investigation and timely equitable disposition of claims. Makes recommendations on reserves exceeding pre-determined authority level; conducts periodic reserve reviews to identify areas of concern and work with Team Manager to resolve.
• Analyzes files on a periodic basis to determine accuracy and completeness and to maintain control of quality of work.
• Works with Team Manager and Service Center Manager to ensure that claim personnel are knowledgeable on client special handling instructions, carrier requirements and work reflects same.
• Keeps VP of Claim Operations informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to SVP and VP of Claim Operations.
• Participates in special projects or performs duties in other areas as requested.
• Undertake reviews, based on predetermined criteria or as applicable, to ensure proper investigation and data collection.
• Works with staff to ensure training has taken place in the proper evaluation of claims from a legal, medical, and financial standpoint.
• Handle client concerns quickly and efficiently to resolution

Qualifications

• College Degree preferred or education equivalent to a college degree or the equivalent experience in related work experience.
• Seven more years of progressive technical claim experience, including supervisory and/or management experience, demonstrating a high degree of judgment and discretion, is capable of providing adequate guidance and support on administrative and technical claim matters.
• Attainment of the Associate in Claims designation, and successful completion of, or active study for, I.I.A. MGT 43, and MGT 44, or the equivalent in related studies or work experience.
• Demonstrated ability to supervise the work of others.
• Demonstrates effective and diplomatic oral and written communication skills, and promotes a favorable company image to the public.
• None

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About Us

Why Crawford?

Because a claim is more than a number - it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.

When you accept a job with Crawford, you become a part of the One Crawford family. And as part of the One Crawford family, we offer  a comprehensive Total Rewards package to  our employees  to assist with their financial, health/wellness, continuing education/training and other needs:

• Competitive base pay

- The Pay Range/Salary represents the anticipated low and high pay that may be offered for this position. To determine the actual offer, Crawford considers a wide range of factors including the candidate’s previous experience and education, market rates, minimum pay requirements for the applicable jurisdiction, business segment, supply/demand, and scheduled hours. 

• Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
• We offer a well-rounded benefits package that encourages wellness and helps our employees to be an educated healthcare consumer. The core benefits* offered include:

- Medical, Dental and Vision Plans
- Prescription Drugs
- HSA, HRA, and FSA Accounts
- Paid Holidays, Vacation and Sick Leave
- 401(k) Retirement Plan
- Tuition Assistance
- Paid Parental Leave
- Supplemental Health Benefits
Other Benefits currently available at no cost include: - Enhanced Mental Health Support
- Virtual Physical Therapy
- Caregiving Services
- Life Assistance Program

*The above information highlights some of the benefits currently available to eligible full-time employees.

• Training programs that promote continuous learning and career progression while enhancing job performance.
• Sustainability programs that give back to the communities in which we live and work.
• A culture of respect, collaboration, entrepreneurial spirit and inclusion.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.