Job Description

Position Summary

The Workers’ Compensation Claims Representative serves as the primary connection between insured clients and workers’ compensation insurance carriers. The representative is committed to supporting and advocating for insureds as they navigate the complex and ever-evolving California workers’ compensation system. This position ensures that claims are handled efficiently, accurately, and in compliance with applicable laws and procedures. The representative acts as an advocate for insureds, facilitates effective communication, and provides technical support and education throughout the claims process. The goal of this role is to enhance client satisfaction, improve claim outcomes, and support the brokerage’s service and retention objectives.

Essential Duties and Responsibilities

Client & Carrier Communication

• Serve as the main liaison between insured clients and workers’ compensation insurance carriers.
• Facilitate timely communication regarding claim status, settlement decisions and action plans.
• Coordinate with adjusters, medical case managers, attorneys, agents, account manager and other involved parties to promote efficient claim resolution.
• Communicate carrier recommendations and decisions to clients in a clear, professional manner.

Claims Oversight & Advocacy

• Monitor open claims for assigned accounts to ensure proper handling, timely deadlines and compliance with applicable regulations.
• Review loss runs and document for accuracy and new claims; identify trends, anomalies, and opportunities for improvement.
• Advocate on behalf of insured clients to ensure appropriate medical management and expeditious claim resolution.
• Collaborate with clients to implement return-to-work programs and cost-containment strategies.
• Schedule and conduct Zoom, Teams, or telephonic meetings with carriers and other involved parties to advocate on behalf of insured clients and injured workers regarding claim status, legal issues, medical treatment concerns, and/or inefficiencies impacting timely resolution or closure of claims.

Client Support & Education

• Provide expert guidance to clients regarding workers’ compensation reporting, claim filing and documentation requirements.
• Assist clients with claim submissions and ensure all necessary information is provided to carriers.
• Participate in client claim review meetings, stewardship presentations, and renewal strategy sessions.
• Educate clients on workers’ compensation best practices, workplace safety, injury prevention and effective claims management.
• Collaborate with the company’s Safety Department to identify injury trends and develop strategies or training initiatives to reduce future workplace incidents.
• Provide workers’ compensation knowledge, insights, and recommendations to insured accounts not currently enrolled in the Claims Watch value added service, to enhance their understanding and engagement with claims management practices.

Data Management & Reporting

• Maintain accurate and detailed claim documentation within the brokerage’s claims tracking system.
• Prepare customized reports summarizing claim performance, open claim counts and cost trends.
• Analyze loss data to identify recurring issues and recommend targeted interventions.
• Provide internal management with reports to assist in account servicing and retention efforts.
• Maintain workflow spreadsheets to track individual and departmental productivity, and to provide data insights for management reporting and performance analysis.
• Complete experience modification projections and analysis to provide clients with a prognosis of their potential premium for the upcoming policy period.
• Monitor WCIRB notice alerts for experience modification initial worksheets or revisions, and communicate relevant updates or impacts to clients and internal agents and account managers.
• Prepare and provide insured with quarterly reports including claim status reports, loss runs new claims, no claim notices and claim closure reports, to ensure clients remain informed of claim activity and closed claims.

Professional Conduct and Team Responsibilities

• Conduct themselves in a professional and respectful manner at all times.
• Communicate appropriately and refrain from using offensive or disrespectful language.
• Comply with all assigned tasks and directives from management.
• Attend all mandatory meetings and participate actively in team and company activities.
• Demonstrate a positive, professional attitude and contribute constructively to the team environment.
• Practice strict confidentiality at all times regarding company information, client data, and sensitive claim information.

Qualifications

Education and Experience:

• Associate’s or Bachelor’s degree in Business Administration, Risk Management, or a related field preferred.
• Minimum of 2–5 years of experience in workers’ compensation claims handling, carrier relations, or client advocacy within a brokerage, carrier, or TPA setting.
• Comprehensive understanding of state workers’ compensation statutes, medical case management practices, legal terminology and claims processes.

Knowledge, Skills, and Abilities:

• Strong verbal and written communication skills with a client-service mindset, ability to resolve complaints and disputes.
• Proven ability to build and maintain effective professional relationships.
• Exceptional analytical, organizational, and problem-solving abilities.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and claims management or CRM software.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.

Certifications (Preferred):

• Associate in Claims (AIC), Workers’ Compensation Claims Professional (WCCP), or similar industry designation.
• State adjuster license or Self-Insurance Administrator (SIP) certificate (if required by jurisdiction).

Working Conditions

• This position follows a hybrid work schedule, combining on-site work at the company’s office with remote work days as defined by departmental guidelines.

• Regular in-office attendance is required on designated days each week to support team collaboration and business needs.

• The role requires the ability to work effectively both in a professional office environment and from a suitable remote workspace.

• Collaboration with internal departments, carriers, and clients may occur both virtually and in person, depending on operational requirements.

• Occasional travel to client sites, carrier meetings, presentations, or claims review sessions may be required.

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