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LWCC · 4 weeks ago

Claims Operations Supervisor

Louisiana Workers' Compensation Corporation, 2237 S. Acadian Thruway, Baton Rouge, Louisiana, United States of America

Full-time

Onsite

Senior Level

5+ years exp

LWCC, Louisiana Workers' Compensation Corporation, is a private mutual workers’ comp company dedicated to excellence in execution and compassionate care for injured workers. The Claims Operations Supervisor will lead a multidisciplinary team, develop training programs, and ensure excellence in recovery and customer experience while collaborating with senior management to align departmental goals.

Employee BenefitsHealth InsuranceInsurance

Responsibilities

Leads the development and delivery of training programs across all claims functions; this includes: Workers’ Recovery Professional Associate (WRPA) program, new hire onboarding, 360Care, and external training

Responsible for the leadership of a multidisciplinary Claims Operations Team that includes Recovery and Claims Service Representatives

Responsible for tracking team goals, mentoring staff, and enhancing overall job performance of the team

Supports the Operations Manager in managing departmental functions and ensures excellence in recovery and customer experience

Collaborates with the VP of Claims Operations to align departmental strategies with broader operational and claims objectives

Collaborates with the VP of Claims Operations to develop and communicate goals to team members, making clear connections to departmental and corporate vision and strategic direction

Develops, coordinates, and implements claims training programs

Directs and assists in the training and development of the claims staff

Leads structured onboarding for new hires across the claims department

Responsible for creating and maintaining training materials, manuals, job aids, and e-learning modules

Partners with Claims Supervisors and Managers to identify performance gaps and deliver targeted training

Ensures training aligns with company policies, industry standards, and regulatory requirements

Elevates training effectiveness using key performance indicators, feedback, and post-training assessments

Oversees the recovery team

Provides timely claim service on subrogation and Second Injury Fund matters within the operations disciplines and complies with sound claim handling techniques in compliance with statutory and regulatory requirements

Oversees the Claims Services Representatives and team lead

Provides continuous training and feedback that focuses on enhancing the customer experience

Manages the team’s expenses within specified budgetary considerations

Provides effective communication to the team to include regular departmental meetings and monthly one-on-ones

Serves as a member of the Claims Management Team and provides input on strategic initiatives and goals

Assists with management of technology projects that impact the way claims are processed

Continuously seeks methods to improve the use of technology to deliver exceptional customer service and move the department forward

Leverages technology like artificial intelligence (AI) and learning management systems (LMS) to enhance self-study learning

Assists with leading the effort of future digitization to enhance the customer experience with 360 Claims

Provides regular and consistent feedback to claims staff on customer experience

Trains staff to explain benefits, timelines, and decisions in plain language to promote a better experience for the customer

Promotes the 360Care service model in all trainings

Continuously reviews industry trends like telemedicine, AI triage, and digital self-service to evolve the experience for customers

Holds a high-level understanding of state workers’ compensation coverage and United States Longshore and Harbor (USL&H) Workers’ Compensation Act coverage

Has a thorough understanding and knowledge of workers’ compensation claims processes and regulations to provide guidance and training to the claims teams, representatives and operations

Holds a high-level understanding of Second Injury Fund and subrogation

Leads the development and execution of a comprehensive claims training program for the claims staff

Performs other duties as directed or required

Qualification

Workers' compensation claimsClaims training programsSubrogation knowledgeSecond Injury Fund knowledgeCPCU certificationARM certificationAIC certificationLeadershipEffective communicationCustomer experience focusProblem-solvingTeam management