Insurance Carrier Experience Manager

Focused on employment and labor law since 1958, Jackson Lewis P.C.’s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients’ goals to emphasize belonging and respect for the contributions of every employee.

The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® “Best Law Firms”. 

Job Summary (basic description)

The Insurance Carrier Experience Manager will act as a liaison between Jackson Lewis and large insurance carriers to provide concierge services that streamline and elevate the experience for insurance carriers, insureds and internal stakeholders.  The position requires support for all aspects of the firm’s relationship with its insurance carrier clients, focusing on: identifying, developing, and implementing process improvement initiatives across our business services and attorney teams, developing solutions to proactively monitor insured client matters and improve the timely and efficient assignment of new matters, ensuring guideline compliant billing entries by attorneys and non-attorney professionals, effective and timely billing, audit/appeal and collection of invoices for insurance matters. The successful incumbent will be responsible for coordinating with members from the Talent, Finance, Marketing and IT teams to evaluate and improve internal processes with a focus on automating, simplifying, and streamlining our ability to effectively manage the totality of the insurance carrier relationships.

Essential Functions

• Support the Primary Contact Insurance (“PCI”) attorney as a trusted partner in cultivating strong relationships with large insurance carrier(s). 
• Proactively identify process design opportunities and implement changes across business services teams to drive effective new business intake approaches, including claim assignment, efficient and guideline compliant billing practices, effective and timely systems for providing budgets, case evaluations, pre-mediation settlement recommendations, trial reports protocols, and overall enhanced communication with insurers and insureds.
• Leverage data analytics and automation to create robust reports and dashboards that monitor insurance carrier matters and outcomes. Leverage reports to support day-to-day operations and develop planning and prediction capabilities; support internal stakeholders reporting and analysis needs, including the ability to report outcomes for our carriers, clients and attorneys.
• Analyze carrier-specific metrics and develop insights around billing practices, carriers’ and insureds’ expectations and process gaps.
• Collaborate with senior leaders to propose process improvements and strategic responses to evolving carrier needs.
• Chart life cycle of insured matters across business services and attorney teams ensuring crucial administrative activities are being completed across the firm in a timely and accurately manner
• Assist with carrier satisfaction initiatives, anticipate carrier preferences and proactively mitigate issues. 
• Act as point of contact for issue escalations on carrier matters by evaluating issue and working with internal teams to resolve including billing issues, appeals, case updates, etc.
• Develop and maintain reporting regarding status of active cases and proving updates to senior leaders regularly.
• Partner with JL internal teams to ensure inquiries from clients (both internal and external) and other third parties are addressed in a timely manner and appropriately resolved.
• Monitor billing and appeal cycles to ensure timely execution of processes.
• Ensure department policies and procedures are consistently followed with completeness and accuracy standards; recommend improvements as appropriate.
• Partner with the Learning and Professional Development teams to train attorneys on best practices relating to insured matters; measure and report against progress.
• Ensures collaboration and communication between department team members, accounting & finance group departments, and other corporate / firm departments is promoted and effective.
• Perform other duties and projects as assigned.

Qualifications/Skills Required

• 7+ years’ experience with insurance billing either within a law firm or for an insurance broker
• Minimum 5 years of process design and improvement experience with a focus on data analytics, compliance and quality control. 
• Demonstrated knowledge of Client Accounting / Legal Billing practices and policies
• Proficiency in Windows environment including Word, Excel, PowerPoint and Outlook; ability to summarize data in charts and pivots
• Familiarity with billing software (InTapp or similar)
• Solid understanding of basic technical legal terminology.
• Proven ability to exercise sound judgment in financial and accounting matters. Demonstrated ability to effectively raise issues and consult with department manager to resolve issues and ensure compliance with firm policies and procedures.
• Strong analytical and communication skills, including collaborating and communicating across all levels of the firm.
• Ability to multi-task while maintaining quality work product and timely respond to deadlines as well as ability to balance workload with competing priorities.
• Demonstrated ability to communicate in person and via e-mail and telephone with internal and external clients and vendors, receive instructions and provide information with ordinary courtesy and tact.
• Solid reporting, math, and data entry management skills. 
• Superior attention to detail. 

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Educational Requirements

• Bachelor’s degree required; MBA, M.A., J.D. or other advanced degree a plus.

For the New York area, the expected salary range for this position is between $130,000 and $150,000.   The actual compensation will be determined based on experience and other factors permitted by law. 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.