Supervisor, Claims Services
Employers Holdings, Inc.
 Henderson, NV

General Summary:

Manage the day to day operations of the Claims Services team. The core functions of this unit include new claim set up, preparation and distribution of correspondence, appointment scheduling and maintaining accurate claim records within EMPLOYERS claim system. The Supervisor will provide structure, direction and support to staff to ensure timely and accurate completion of tasks related to regional claim files. In addition, the Supervisor will ensure staff is focused on providing excellent customer service to both internal & external customers by managing a combination of people, process, and technology in accordance with company procedures and applicable state statutes.

Essential Duties and Responsibilities:

  • Supervise the daily workflow and individual staff assignments of each core process.
  • Select, manage, develop, coach, and motivate staff members.
  • Provide regularly scheduled one on one coaching to all team members.
  • Conduct regularly scheduled department/team meetings.
  • Prepare performance appraisals, address performance concerns timely and make salary recommendations in accordance with company guidelines.
  • Create an environment that fosters teamwork, values diversity, and supports and respects all team members.
  • Monitor volume and trends; make real-time and/or long-term process adjustments as necessary and alert management as appropriate.
  • Review operating procedures regularly and maintain appropriate work standards.
  • Provide the resources, tools, and training to achieve optimal results in accordance with operating procedures and regulatory guidelines.
  • Establish and communicate individual and team objectives.
  • Perform quality and production audits and report results to staff, management, and internal customers.
  • Gather feedback from internal and external customers to ensure procedures meet the statutory requirements of the business.
  • Respond in a timely manner to customer requests and handle escalated customer service issues as required.
  • Compile and analyze daily, weekly, and monthly statistical data and report to individual team members, team, and management, as appropriate.
  • Participate in strategic and budgetary planning.
  • Work closely with other business units to ensure customer needs are met while meeting or exceeding internal processing objectives.
  • Work closely with other business units to ensure customer needs are met while meeting or exceeding internal processing objectives.
  • Other duties may be assigned

Job Requirements:

  • Minimum 1 year supervisory experience.
  • 4 years' Workers Compensation claim experience
  • Strong leadership, collaboration, and interpersonal skills
  • Exceptional organizational and time management skills
  • Strong analytical, verbal and written communication skills
  • Proficient with MS Office products including Word, Excel, PowerPoint, Visio and Outlook
  • Experience with and propensity to learn evolving technology
  • Maintain the highest level of confidentiality
  • Good judgment to determine the best approach in ambiguous situations
  • Demonstrates initiative and the ability to meet established deadlines


Experience with a Claims record keeping system

Bachelor's Degree

An equivalent combination of education and experience may be substituted for the requirements listed above.

Work Environment/Physical Demands:

This job operates in a professional office environment; this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

  • This is largely a sedentary role; however, some mobility is required
  • May work early, late, or occasional weekend hours to accommodate business needs
  • Occasional lifting of a maximum of 30lbs.
  • Minimal travel to other office locations/meeting locations occasionally necessary
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


To perform the job successfully, an individual should demonstrate the following competencies:

Business Acumen – Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; know the competition; is aware of how strategies and tactics work in the marketplace.

Conflict Management – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

Dealing with Ambiguity – Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Decision Quality – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgement; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Developing Direct Reports and Others – Provides challenging an stretching task and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.

Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Managerial Courage – Doesn't hold back anything that needs to be said; provides current, direct, complete, and “actionable“ positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Motivating Others – Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes task and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Presentation Skills - Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both cool data and hot and controversial topics; commands attention and can manage group processes during the presentation; can change tactics midstream when something isn't working.

Process Management – Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understand show to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more of fewer results.