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Director, STD Benefits

Company Name:
Unum Group
Title: Director, STD Benefits
Location: ME-Portland
Other Locations: null
Unum is a company of people serving people. As one of the world's leading
employee
benefits providers and a Fortune 500 company, Unum helps protect more than 25 million working people and their families in the event of illness or injury.
Headquartered in Chattanooga
tennessee
, Unum has significant U.S. operations in Portland,
maine
, Worcester,
massachusetts
and Glendale,
california
with 35 field offices nationwide.
Principal Duties and Responsibilities
Takes an active leadership role in special projects, including strategic, complex, or multi-functional initiatives, for organizational development and ongoing improvement and effectiveness.
Maintains overall responsibility for operation of units managing STD claims that generally will not exceed 26 weeks of benefit duration.
Ensures the area provides thorough, fair, and objective claim evaluations, the highest level of quality service to our customers, and assistance to our claimants in their return to work efforts.
Accountable for accurate administration of risk management programs and adjudication of assigned claims according to contract/plan provisions, established procedures, state regulations, and Unum claims philosophy.
Manage team performance to expectations for service standards for timeliness (decision time), accuracy and management of STD claims.
Perform file reviews and complete milestone signoffs per claims protocols as needed.
Ensures complete, accurate and appropriate level of documentation of claims decisions.
Accountable for management of STD claims; ensuring that Unum and generally accepted industry protocols are applied to manage claims to appropriate duration.
Fosters strong partnership with key, internal areas such as sales offices, QPS, Special Benefits Support
services
, Intake/Admin/Fast/Maternity/FML, etc.
Develops a strong partnership with Managers of LTD units to ensure appropriate, timely and smooth transitions are made on claims that exceed our STD period.
Contributes to the acquisition and retention (customer persistency) of customers through managing relationships with prospective and in-force accounts, often participating in customer path presentations and meetings. Provides key CCC leadership and oversight in the large, complex customer implementation process. Represents STD core in Field/Underwriting 'customer at risk' calls and planning sessions.
Directs accountability for providing accurate, timely and effective claims services to assigned customers.
Maintains/develops client specific workflow and claims administration requirements.
Ensure performance agreement standards are reviewed and achieved.
Facilities claim escalation issues to resolution in partnership with appropriate resources.
Work effectively with Operations Consultants to identify service issues and provide solutions to customers.
Point of contact for sales/service field personnel for claim specific matters for assigned customers.
Effectively supports the sales and renewal process by actively participating in customer meetings and enhancing service delivery.
Consults with UW, Field, and Benefits Ops areas on non-standard/complex plan designs, workflows, service capabilities for in force/renewal customers.
Management of external vendor relationships as they relate to assigned customers (e.g., worker's comp carrier, behavioral management firms, prior carriers, etc.)
Ability to anticipate issues and proactively resolve problems.
Establishes and maintains a supportive learning environment by ensuring continuous development, training and growth of expert claim specialists. Develops and cultivates a highly motivated and results orientated staff. Strong focus on retention.
Ability to
coach
and mentor more senior DBS and manages discerning the unique needs of more experienced talent.
Achieves goals through others.
Develops and manages budget.
Supports the STD Department Head in development business plans for the unit and/or department.
Identifies and implements ongoing productivity and quality enhancements.
Ensures operating effectiveness through review of OMAR reports, CR&A reports, workflow, Customer Profile, BAS, Navilink, etc.
Mentors and supports the development of managers and operational consultants.
Effectively manages and implements change.
Direct report responsibility for the STD
manager
within the assigned region. Includes selection, retention, performance management and resource development responsibilities.
May serve as back up for STD AVP during absences.
May perform other duties as assigned.
Bachelor's degree required; graduate degree or professional certification preferred.
A minimum of five years of technical claims management experience; disability claims experience preferred plus a minimum of three years experience managing others, preferably in an operations environment; a minimum of one Insurance Industry designation (ALHC, FLMI, CEBS, CLU, CHFC, ACS) is preferred.
Proven relationship skills with external customers (employers, producers, claimants)
Demonstrated presentation and facilitation skills; ability to influence internal and external audiences at various levels and with varying needs.
Demonstrated collaboration and partnership skills.
Proven high level of leadership, teamwork and business skills. Consistently demonstrate strong mentoring and coaching skills.
Strong understanding of and ability to take appropriate actions based on key business indicators/trends.
Effective ability to achieve business goals through others.
Able to make balanced and objective decisions with the highest degree of integrity.
Excellent communication skills both written and verbal.
Demonstrated ability to manage conflict.
Occasional travel required.
Meets the standards for this
position
, as defined in the Talent Management framework.
Unum offers world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.
Unum is an equal opportunity and affirmative action employer regardless of a person's race, color, religion, national origin, age, disability, military status, gender or sexual orientation. null

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