Resolution Analyst Manager

US-FL-Orlando | US-MN-Minnetonka
1 month ago
Job ID
2017-1208
# of Openings
1
Category
Customer Service/Support

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

Position Objective: The Resolution Analyst Manager (R.A.M) is primarily responsible for managing a team of Resolution Analysts (R.A.). They will be responsible for providing data to internal and external customers around the priorities, productivity, and progress of the R.A. team. The individual will also be responsible for the team’s performance including coaching, feedback, and performance management. The R.A.M will be primary point of contact for the client contacts as it relates to the work of the team.

 

This individual will assist their R.A. team in researching and analyzing data related to escalations, reporting, and/or audit findings. This will include but not limited to: running reports/queries, investing and research, finding root cause, issue tracking and resolution, business requirement gathering for new functionality or changes to existing functionality, and project and change management for Disability related initiatives.

 

The R.A.M will be responsible for meeting with internal teams such as leadership, training, technology, and/or case managers and customer service representatives to gather data and find solutions. In addition, the individual may serve as a subject matter expert for the process/product on initiatives that span multiple products or departments.

 

The position requires a balance of leadership and analytical skills, business product and process knowledge, and project management experience to achieve and succeed at the listed objectives and responsibilities. The individual should be able to effectively interact with and provide quality service to internal users, external clients, and vendor partners, recognize the importance of compliance and regulatory adherence, and demonstrate strong organizational management skills to help drive successful outcomes in our leave administration.

 

This position must utilize time management skills, have knowledge in FML/Disability rules and regulations, and experience in managing people. In addition, this position must also demonstrate problem solving, analytical, and written and verbal communication skills to effectively collaborate with internal and external resources and deliver timely and high quality results.

 

Skills and Knowledge:

 

Competencies/Skills:

  • Ability to work independently and within a highly collaborative team environment
  • Excellent analytical skills

 

  • Demonstrate independent problem solving and decision making ability
  • Demonstrated abilities in project management and prioritization skills
  • Outstanding customer service skills
  • Ability to clearly communicate claim decisions and contract language verbally and in written correspondence

 

  • Ability to adapt to change
  • Leadership and team management skillsKnowledge:
  •  
  • FMLA and Disability claim experience required
  • 360 application experience strongly preferred
  • Knowledge and experience with production support processes preferred
  • Regulatory and Compliance experience a plus
  • Strong interpersonal and PC skills (e.g., Microsoft Word & Excel)
  •  

 

 

Qualifications

Education:

  • 4-year college degree or equivalent work/education experience

 

Experience:

  • Minimum 5 years experience working with FMLA, disability services or similar preferred; knowledgeable of governing regulations and medical terminology.
  • Minimum of 3-5 years of experience managing teams preferred
  • Previous case management, customer service or call center experience desired

 

Other Requirements:

 

  • Frequent travel to clients or other ReedGroup offices as required
  • Ability to occasionally work non-standard schedules required (e.g. increased hours/weekends during peak seasons)

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