The VB Claims Manager is responsible for managing a caseload of voluntary benefits claims ensuring eligibility and financial accuracy while providing excellent customer service and collaborating with various stakeholders.

Location Designation: Fully Remote
Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier happier and more secure workforce contributing to New York Life's legacy of beingthere when we're needed most. Here you'll design implement and support these solutions directly impacting employees' lives. At our core we provide financial security and peace of mind to people through our absence accident disability voluntary benefits and life insurance solutions. Click here to learn more about Group Benefits solutions.
Role Overview:
As a VB Claims Manager you will be assigned a caseload of VB claims that will consist of all VB products including Hospital Indemnity (HI) Accident (AI) & Critical Illness (CI). Primary duties will include conducting thorough investigations to determine eligibility liability and financial accuracy of all claims received. A key component of this role will also include a focus on providing a service excellence experience that is second to none.
What You'll Do:
• Accountable for managing a caseload of claims that will include all VB products as well as Wellness offerings where appropriate. New claim submissions may be received telephonically via paper form or digitally. Proactive claims processing may also occur based on customer agreements.• Determine eligibility of benefits by reviewing contractual language alongside medical information leading to accurate and timely claims decisions. These decisions should have a focus on overall quality outcomes that deliver a best-in-class experience marked by our service excellence approach• Perform multi-policy checks where appropriate to determine if New York Life claimants with active disability and/or Life claims may be eligible for additional VB benefits as a result of their condition(s) in support of GBS service integration initiatives.• Effectively communicate with claimants employers and various medical professionals both verbally and in writing to gather information necessary to aide in the claims process.• Respond to all telephonic and email inquiries within established customer service protocols while also adhering to standard timeframes. Should also ensure execution on all customer performance guarantees as defined.• Must document clear and concise claims notes based on all documentation received/reviewed as well as conversations with the customer provider or claimant to support rationale for determinations.• Work collaboratively across both the VB claims team as well as the broader GBS claims organization to ensure a cohesive business unit driving to deliver customer value.• Daily adherence to New York Life & corporate compliance policies procedures & best practices.• Focus on ongoing development via training associated with the role & business objectives while remaining current on any compliance-driven training curriculum.• Given the newness of the VB product suite Claims Managers may be asked to aide in validating accuracy and appropriateness of technology builds within the claims system. This is critical to ensure that the team is enabled to be successful while maximizing technology to increase efficiency.• Role may also require periodic Business Acceptance Testing (BAT) support as system enhancements are delivered.
What You'll Bring:
• High School diploma or GED required. BA/BS degree or equivalent work experience strongly preferred.• 2+ years of Group Benefits experience is strongly preferred.• Experience administering any GBS claims product (e.g. STD LTD FML/PFML Life/AD&D) preferred.• Proficiency with MS office applications is required (Work Outlook Excel).• Must be technically savvy with the ability to toggle between multiple applications and/or computer monitors simultaneously.• Strong critical thinking analytical and investigative skills with the ability to gather information analyze facts & draw conclusions. This paired with strong verbal & written communication skills is needed to develop comprehensive claims records.• Ability to work with a bias for action and have a strong focus on service excellence.• Effective interpersonal written and verbal communication skills including the ability to explain complex claim scenarios. A key capability includes the ability to translate complex situations into easily understandable language for customers and claimants.
Pay Transparency
Salary range: $45000-$70000
Overtime eligible: Nonexempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience skills qualifications and job location. Additionally employees are eligible for an annual discretionary bonus. In addition to base salary employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience skills qualifications and job location.In addition to base salary employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce including leave programs adoption assistance and student loan repayment programs. Based on feedback from our employees we continue to refine and add benefits to our offering so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity equity and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the Foundation. We're proud that due to our mutuality we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID: 94044
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