KEY RESPONSIBILITIES
*other duties as assigned*
The LTD Supervisor is responsible for ensuring that all claims assigned to his/her team are accurately and fairly adjudicated in a timely manner according to plan provisions, established best practices and within company, state and federal guidelines. The Supervisor is responsible for ensuring operational excellence and collaborates with other members of the management team to improve operations beyond his or her team.
Managing the Claims Block
Manage prompt and accurate investigation, adjudication and payment (where appropriate) of claims within established guidelines.
Delegate, distribute and monitor the workflow within the department to meet turnaround times, improve efficiency and realign caseloads to reduce or eliminate backlogs.
Ensure that workflows, procedures, and best practices are followed to improve accuracy, efficiency, and effectiveness of claim management through focus reviews.
Utilize available reporting resources and file reviews to ensure that established department goals are being met.
Utilizes the file review and coaching process to continually improve and develop the examiners’ skills relative to case strategy, decision-making, investigation, evaluation and communication.
Customer Service
Ensure achievement of specific customer service quality and production objectives as established.
Address clients’ needs and address complaints that may be escalated to you promptly; tracking, identifying and addressing issues as appropriate.
Develops, models and maintains effective working relationships with external (policyholders, brokers) and internal (sales, underwriting, administration) contacts.
Disability Subject Matter Expertise
Provides guidance and direction on claims presenting complex or unusual issues.
Ensures compliance with established procedures and assists with audit activities.
Suggest changes to policy language as necessary and participate in the development of new products.
Perform focus reviews and review Group Quality audit results.
Leadership
Accountable for performance of team; engages team members in talent management and development opportunities and builds a positive and respectful work environment.
Makes personnel decisions on hiring, firing, discipline, transfer, advancement and promotion in accordance with Company policies and procedures.
Oversees the implementation and measurement of “best practices” to continually enhance the team's efficiency and effectiveness.
Models and drives RSL’s values in the departments.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES, AND/OR RELATED EXPERIENCE
*Or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*
Required Knowledge, Skills, Abilities and/or Related Experience
Associate’s degree required, Bachelors Preferred
5 years LTD claims examiner experience required
Prior management experience required
Completion of HIAA, LOMA or ICA courses desirable
Knowledge and experience working in group insurance with a focus on disability claims
Critical thinking and analytical skills with a passion for problem solving and resolution
Outstanding communication skills, able to listen and respond with professionalism and empathy, maintaining tact and diplomacy, often in stressful situations
Demonstrated ability to lead change management initiatives
Ability to Travel: Up to 10%
PHYSICAL REQUIREMENTS
When used in the description below, the following terms are defined as:
“Occasional”: done only from time to time, but necessary when it is performed
“Frequent”: regularly performed; generally an act that is required on a daily basis
“Continuous”: typically performed for the majority of an employee’s shift
Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.
CORE VALUES
Collaboration
Compassion
Empowerment
Integrity
Fun
The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance to ensure financial protection when you need it most
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
- Volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program
Our Values:
- Integrity
- Empowerment
- Compassion
- Collaboration
- Fun
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
#LI-Remote #LI-MR1
Skills Required
- Associates Degree required, Bachelors Preferred
- 5 years disability experience required
- Completion of HIAA, LOMA or ICA courses desirable
- Knowledge and experience working in group insurance with a focus on disability claims
- Critical thinking and analytical skills
- Outstanding communication skills
- Demonstrated ability to lead change management initiatives
Reliance Matrix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Reliance Matrix and has not been reviewed or approved by Reliance Matrix.
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Leave & Time Off Breadth — PTO and holidays are presented as generous, with examples including new‑hire accruals, a paid volunteer day, and enhanced holiday pay for certain schedules. Some accounts highlight excellent PTO accrual and strong time‑off practices in parts of the organization.
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Retirement Support — A 401(k) with an immediately vested company match is included as a standard offering. This indicates accessible retirement support from the start of employment.
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Parental & Family Support — Paid parental leave and adoption assistance are part of the package alongside broader wellbeing resources. These elements signal family‑oriented support beyond core medical benefits.
Reliance Matrix Insights
What We Do
Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions. Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work. We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance. We offer a seamless member experience customized to each individual’s need and event. We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience. We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world. In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world
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