Encova Insurance

Customer Support

• Drive enterprise-wide experience improvements through customer, competitor, and industry research.
• Transform insights into actionable, customer-centered solutions.
• Partner across the organization to analyze feedback and map journeys.
• Apply design thinking and experience design practices to create intuitive experiences.
• Ensure the customer perspective is embedded in all decisions and designs.

Customer Experience Analyst II, User

Vice President

• Serve as a senior technology executive responsible for end-to-end product strategy execution and delivery across core insurance platforms
• Translate enterprise strategy into multi-year technology roadmaps
• Partner closely with business executives to prioritize capabilities and sequence investments
• Balance operational stability with growth and modernization initiatives
• Improve predictability and transparency of technology commitments
• Manage portfolio budgets across run, grow, and modernize initiatives
• Lead product and delivery directors aligned to business domains and/or Shared Services

Vice President, Product – Technology Delivery

Engineer

• Provide support of the Workplace Services footprint within the Encova enterprise
• Implement and support collaboration systems and solutions
• Maintain a technical aptitude for technology, as it relates to collaboration environments
• Build a strong technical aptitude for technology and information technology principles
• Support technical project team(s) both local and remote
• Provide the ability to serve as Microsoft Teams engineer, as it relates to the end user environment
• Provide support for Cisco phone system and endpoints
• Provide support for Genesys and WebRTC systems
• Execute the completion of tasks and phases of projects and client-based collaboration system support
• Participate in knowledge transfer from other workplace services associates to enhance one’s abilities to complete technical tasks
• Engage in shared knowledge and provided cross training sessions with other members of the team.

Collaboration Engineer

Underwriter

• Lead and manage direct reports in development and implementation of technical underwriting and product subject matter expertise to underwriting teams and other disciplines to support business plan objectives
• Lead collaboration with senior management on larger, more complex accounts requiring special expertise
• Lead enterprise development projects – including business requirements and timelines – that impact coverage, pricing, rating, systems logic, automation, and best practices
• Lead the development of pricing strategies from individual risk to portfolio levels using models and methodologies to support a profitable and competitive pricing approach to the market
• Lead enterprise gathering and analysis of competitor product, service and pricing intelligence (external) and product and service trends/results (internal) and recommend new and revised products, processes and systems

Assistant Vice President, Underwriting Operations – Workers' Comp

Account Manager

• Represent our company to assigned agents
• Develop a deep understanding of each agency's operations
• Responsible for achieving annual sales objectives for assigned territory
• Conduct proactive outbound calls and agency visits
• Collaborate with underwriters and business teams to drive profitable growth
• Hold agencies accountable for building a quality book of business

Territory Manager, Commercial Lines

Claims Specialist

• Manages a high frequency desk, which includes primarily medical only claims.
• Responsible for the investigation, evaluation, and determination of compensability for work-related injury and disease claims following established guidelines to determine benefit eligibility.
• Provides superior service in a cost-effective manner to achieve best possible outcomes and proactively collaborate across the enterprise to ensure alignment of objectives and foster continuous improvement.
• Gathers relevant facts by performing three-point contacts with involved parties and completing a thorough claim investigation prior to issuing a compensability determination.
• Decides the outcome of claims using sound judgment and applying established policy, procedures, regulations, and guidelines.
• Evaluates and establishes an action plan to manage benefits associated with primarily medical only and occupational disease claims to their most cost-effective conclusion.
• Determines eligibility of benefits once medical treatment plans have been secured and processed within the designated authority levels.
• Actively identifies and develops the investigation of and pursuit of subrogation recoveries when possible.
• Utilizes proactive reserving behaviors to ensure adequate case reserves which reflect the probable ultimate outcome based on the current known circumstances throughout the life of the claim.
• Consults with lost time claims specialists and/or complex claims specialists, director or Claims Product and Operations staff, as needed.
• Analyzes reports from external resources such as physicians, attorneys, and/or vocational rehabilitation experts to evaluate and adjust claim strategies as needed.
• Evaluates and negotiates claim settlements utilizing human relation skills and technical knowledge to achieve the best possible outcome.
• Effectively and independently uses available resources to prioritize, organize, and complete work in a timely manner to meet jurisdictional requirements, timeframes, and internal metrics.
• Follows established claims best practices related to medical management, litigation, fraud/abuse and recovery.
• Works collaboratively with the injured worker, employer, outside counsel, and health and rehabilitation professionals to manage the claims costs and promote quality medical care.
• Along with the claim director, regional vice president and other claims staff, participates in claim reviews, onboardings, etc. for our policyholders and agents.
• Proactively collaborates with our policyholders to ensure alignment of objectives and foster continuous improvement.

Customer Experience Analyst II, User

Vice President, Product – Technology Delivery

Collaboration Engineer

Assistant Vice President, Underwriting Operations – Workers' Comp

Territory Manager, Commercial Lines

Medical Only Claims Specialist – Workers' Compensation