Claims Experience Service Consultant

The Claims Experience Service Consultant supports MagMutual policyholders and agents by coordinating high-level claims, reviews, and meetings, serving as a knowledgeable resource for claims experience questions and matters, closed claims discussions, and claims process guidance. This role focuses on coordinating and supporting claims experience activities, providing guidance on claims processes, delivering clear communication, and supporting education, analysis, and reporting efforts that enhance the overall policyholder experience.

SPECIFIC DUTIES:

Claims Experience Support & Policyholder Assistance

• Serve as a service contact for policyholders and agents regarding claims experience questions and processes.

• Respond to inquiries related to closed claims discussions, claim outcomes, and general claims experience questions.

• Provide guidance on claims reporting expectations, first notice of loss procedures, and claims process steps.

• Support policyholders and agents during onboarding, renewals, acquisitions, or transitions where claims experience education is relevant.

Claims Surveys, Feedback & Issue Identification

• Coordinate distribution of closed claims satisfaction surveys to policyholders.

• Track survey completion and review feedback related to claims handling and communication.

• Identify concerns or dissatisfaction and escalate issues to appropriate internal stakeholders.

• Assist with internal documentation and reporting of claims satisfaction trends.

Claims Review Meetings & Claims Support Activities

• Coordinate claims review meetings with policyholder groups, practices, hospitals, or agents.

• Prepare claims summaries, supporting materials, and agenda items for review discussions.

• Assist with documentation of meeting outcomes and follow‑up actions.

• Coordinate internally to obtain claims information needed for client discussions or stewardship meetings.

Collaboration, Documentation & Operational Support

• Serve as a liaison between policyholders, agents, Claims, Underwriting, Risk Management, and Service teams.

• Help resolve issues involving communication breakdowns, documentation requests, or process questions.

• Document claims‑related interactions, cases, and follow‑ups in Salesforce or applicable systems.

• Maintain accurate records of claims experience activities, surveys, and review meetings.

QUALIFICATIONS, EXPERIENCE REQUIRED:

• Bachelor’s degree required; advanced degree or professional designation preferred.

• 5-7 years of experience in claims support, customer service, healthcare risk management, or insurance operations.

• Working knowledge of medical professional liability claims processes.

• Strong written and verbal communication skills.

• Ability to interpret and explain claims data and documentation clearly.

• Proficiency with Salesforce and Microsoft Office applications.

• Strong organizational skills and attention to detail.

Location:

Remote - USA