Position Summary:
National OnDemand, Inc. is a communications and utilities infrastructure provider delivering service solutions to the Fiber, Wireless, Energy and Technology sectors in the United States. Headquartered in Burlington, North Carolina, the Company provides full turnkey infrastructure solutions – on demand, anywhere across its service footprint and has secured and sustained its current standing in the market through the successful completion of mergers and acquisitions, along with demonstrable, steady organic growth.
The Claims Department Manager oversees daily operations of the claims function, ensuring all insurance claims are processed accurately, efficiently, and in full compliance with regulatory requirements. This role provides supervision and guidance to claims staff, manages complex or high-value cases, and collaborates with carriers and brokers to review loss runs and identify trends. The manager analyzes claims data to improve workflow efficiency, reduce loss ratios, and support continuous improvement initiatives. Key responsibilities include conducting regular audits, assisting in settlement negotiations, and maintaining adherence to industry standards and organizational policies.
Primary Position Duties:
- ? Develop and maintain efficient processes and documentation for workers’ compensation and property & casualty claims, ensuring compliance with all applicable policies, procedures, and legislation.
- Serve as the primary liaison with external agencies, carriers, brokers, and regulatory bodies for claims administration and claimant management.
- In coordination with the Senior Director of EHS & Compliance, evaluate complex and high-value property and casualty claims to determine liability, damages, and exposure.
- Assist the Senior Director of EHS & Compliance and Legal in managing third-party claims, including negotiations and settlement.
- Review and evaluate all work-related accident reports for completeness, accuracy, and regulatory compliance analyze data as needed to identify trends or issues.
- Investigate, review, and resolve high-severity, complex, or disputed claims.
- Supervise, coach, and train claims specialists, providing guidance on technical claim matters and ensuring consistent application of claims processes.
- Determine the appropriateness and value of workers’ compensation claims conduct investigations to assess eligibility and ensure all legal and procedural requirements are met for timely and accurate claim processing.
- Provide expert advice and counsel to organizational leadership on the interpretation and application of workers’ compensation and property & casualty policies, regulations, and procedures.
- Coordinate with the organization’s insurance broker and providers to ensure accurate, timely reporting and efficient claims handling.
- Participate in and support strategic planning initiatives aimed at reducing incidents, losses, and organizational risk.
- Coordinate with Human Resources to ensure appropriate medical information and relevant facts are shared for claims with pending litigation participate in Workers’ Compensation Administration mediation or formal hearings as required.
- Oversee communication with medical professionals, support agencies, and others to monitor rehabilitation progress and support return-to-work efforts, job modifications, or placement into alternative roles in compliance with regulatory requirements.
- Ensure Human Resources and organizational leadership are informed of employees’ return-to-work or full-duty status.
- Ensure completion, accuracy, and regulatory compliance of all required forms, records, documentation, statistical analyses, and reports related to claims.
- Analyze claims data and develop recommendations to reduce claim frequency and severity design or enhance databases and reporting tools as needed.
- Ensure proper and timely reporting of property, automotive, general liability, and casualty claims perform other related duties as assigned.
- Provide claims support during emergency events.
- Assist the EHS & Compliance Specialist as needed.
- Support the Senior Director of EHS & Compliance in developing and implementing policies and procedures to mitigate organizational risk.
- Perform miscellaneous job-related duties as assigned.
Behavior Competencies
- Demonstrated ability to lead, motivate, and develop a team.
- Strong interpersonal skills and the ability to work effectively in an office environment.
- Excellent verbal and written communication skills.
- Ability to build effective working relationships with leaders at all organizational levels.
- Proven ability to maintain confidentiality and handle sensitive information with discretion.
- Ability to perform well under pressure and manage competing priorities.
- Self-starter with strong follow-through and accountability.
- Strong sense of urgency and commitment to meeting deadlines.
- Highly organized and detail-oriented, with a strong work ethic and flexibility in adapting to changing priorities.
- Ability to function independently and effectively in a self-directed environment.
- Ability to manage multiple projects simultaneously in a dynamic, deadline-driven setting and make timely, informed decisions.
- Ability to excel in a fast-paced environment with frequent change and ambiguity.
- Commitment to staying current with insurance industry regulations, standards, and trends.
- Experience working effectively within a multi-location organization.
Position Requirements:
- Access-only office environment with reasonable heating and cooling.
- The position will be at a computer workstation much of the time.
- Ability to work extended or irregular hours/days (nights and weekends)
- Prolonged sitting at a computer workstation performing repetitive tasks.
- Ability to occasionally lift, push, or pull up to 25 lbs.
- Must have reliable transportation and a valid driver’s license.
- Ability to travel 10% of the time.
Education or Skills:
- Bachelor’s degree in business administration or a related field from an accredited institution.
- Minimum of four years of directly related experience in claims adjusting, investigations, litigation support, and/or risk management.
- Professional certification preferred, such as Certified Medical Insurance Specialist (CMIS), Certified Billing & Coding Specialist (CBCS), Associate in Claims (AIC), or associate in general insurance (AINS).
- Experience in insurance or risk management, including hands-on responsibility for a variety of claims processes.
- Strong ability to professionally liaise with insurance carriers and external partners.
- Demonstrated ability to supervise and develop personnel in a fast-paced environment.
- Ability to work independently and collaboratively with stakeholders at all organizational levels.
- Proven ability to maintain confidentiality and handle sensitive information with discretion.
- Strong professional presence with the ability to represent the organization effectively.
Direct reports
Insurance Claims Specialist
?
