Department Project Manager (Claims Advocacy)

About ESM

ESM is a tech-enabled Risk Management firm dedicated to making a difference in the U.S. Workers’ Compensation, Safety & Compliance Industry. Our services include Workers’ Compensation Claims Management, Safety Management/Compliance, and a suite of proprietary technology solutions, including a digital inspection application, Learning Management System (LMS), analytics dashboards and a comprehensive subscription-based compliance library, all of which provide Business Intelligence to U.S. employers.

This is an opportunity to join a technology company that is in growth mode. Please visit our website for more information www.esminsite.com

Job Description:

ESM is seeking the right candidate who will bring added value to our team and our clients by providing various support services. In this role, you will liaise with cross-functional internal teams (including Customer Success and Claims Advocacy) to ensure an optimal customer experience. This role’s primary focus will be to support our Claims Advocates by gathering the necessary data they need to synthesize and make recommendations to customers. This position is critical to ensuring our high level of customer satisfaction is maintained. The right candidate is organized, disciplined and works well within a dynamic team of passionate employees all working together to win and be their best!

Responsibilities:

Claims Advocate support (Primary function):

• New client onboarding set up utilizing Salesforce, Salesforce Communities and Microsoft Suite applications
• Quality control on incoming documents
• Maintain a diary of all accounts’ monthly reports, quarterly reports and claim reviews due dates working with our Advocates to gather necessary information (Workers’ Comp loss runs and claim statuses) in anticipation for Claims Analyst to complete the reports
• retrieve loss data from carrier and/or brokers on accounts assigned
• Diary for receipt and/or follow up for missing information with time sensitive deadlines
• Establish relationships with multiple carrier and broker contacts
• Update Salesforce/CRM platform with pertinent account information
• Follow up with carriers for timely claim status reports based on report / review due dates or scheduled appointments
• Input loss data into Salesforce
• Prepare Claims Management Summaries and other reports for Claim Review or as requested by Advocate

Customer Support (Secondary function):

• Provide assistance in supporting customers SaaS portal needs
• Support Customer Success with marketing efforts via newsletter, social media outreach, blog posts, product demos, etc.
• Support Customer Success with customer outreach
• Support the service and operations teams on various administrative activities
• Help set and exceed SaaS goals (logins, downloads, trainings, etc.)
• Wow customers with exceptional customer service

Requirements:

• College degree
• 7+ years of Customer Success and/or Account Management in the insurance or technology industry
• ARM or PMP designation a plus
• Office ninja and team player. Willing to pivot and be ready to push yourself to grow!
• Proficient in Microsoft Suite applications: Teams, Word, Excel, PowerPoint and Outlook
• Salesforce experience a plus!
• Superior organization skills
• Proven ability to establish and maintain positive interpersonal client relations with many resources
• Ability to perform multiple tasks independently and complete projects on time
• Ability to analyze required loss and claims data against a checklist to ensure all data has been received
• Must be able to clearly communicate verbally and in writing and have an ability to summarize data in a succinct manner.
• A desire to help our company succeed by making a positive contribution to employers and the communities that we serve.
• Confidentiality is a must.

Opportunities:

• Learn new technology and how it is integrated into a service strategy.
• Learn how to calculate Experience Modification Rates (EMRs / X-Mods) and how indicative it is in calculating Workers’ Compensation Insurance premiums as well as impacting an organization’s bottom line.
• Learn sales strategies and the execution of a service plan.
• Gain technical expertise in general business strategies as well as Workers’ Compensation and OSHA compliance sectors.
• Grow your business acumen by being part of a young, growing, professional organization.
• Develop your business knowledge with a professional growth plan

Schedule, Hours & Location:

· Monday - Friday

· 8:30 AM – 5:00 PM

· Must be based in the Bay Area (currently a remote position)

Environmental Job Requirements and Working Conditions

· This position includes periods of telephone and computer intensive work and may require sitting for long periods of time

· All prospective employees may be required to pass a background check

Compensation

• Competitive salary
• Comprehensive Benefits
• 401K match
• Stock Options
• Work From Home
• Professional growth plan