Senior Claims Process Improvement Specialist

Job Description
 

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. 

Primary Duties and Responsibilities:

Independently facilitate large-scale complex process improvement and optimization initiatives and projects across the Claims organization.  Serve as a subject matter expert and internal consultant by providing advance insight and trusted counsel in the areas of process improvement, change management, performance monitoring and statistical analysis.  Serve as a process facilitator by leading departments in optimizing workflows to positively impact financial and operational performance for areas that range from individual business units to the overall Claims organization.  

Engage and work with all levels of Claims leadership and non-management staff to: conduct needs assessments, gather business requirements, identify gaps and operational functions in need of improvement, design process enhancement, develop and test process flows, execute projects and ensure adherence to corporate and regulatory guidelines.  Lead or participate in cross-functional teams tasked with performing cost/benefit analysis, identifying budget implications, and recommending strategies for accomplishing project goals.   Analyze data to determine the root cause of operation inefficiencies.  Interpret issues and foresee any problems.  Take a broad perspective to identify, analyze and recommend innovative approaches to resolve highly complex problems.  Forecast and communicate potential project outcomes to Claims leadership.  Document and maintain process flows and procedures to ensure overall operational efficiency.   Measure and track the achievement of project objectives and timelines. 

Work with Information Technology teams on the implementation of Claims systems or work streams that are technology dependent.  Maintain reporting and communication processes in which all partners are aware of internal controls, project results and issue resolution updates.

Ensure and demonstrate efficient understanding Claims process improvement methods, processes and procedures.  Maintain ongoing knowledge or current and emerging business optimization techniques and practices.  Make recommendations and implement improvements in department practices and procedures.  Act as a resource to less experienced staff. 

Preferred Qualifications:

Education:

• Master’s Degree
• Lean Certification, Six Sigma Black Belt Certification
• Project Management Professional certification or Certified Scrum Master

Experience in:

• presenting information using tools such as PowerPoint, Tableau or similar
• creating and utilizing process flowcharts, and gap analysis using VISIO or other comparable tools
• database analysis tools such as Excel, Tableau, or Access
• process improvement strategies and best practices

Knowledge of:

• ACG claims systems, including FACTS, IPM, CPS, Xactamate, Wins Digital, Stream-Point, and CCC
• project management tools such as Microsoft Project, Asana, or equivalent
• multi-line claims operations exposure
• policy coverage in relationship to claims

Work Environment:

Work in a temperature-controlled office environment.  Willingness and ability to travel up to 20% and work irregular hours when necessary.

Qualifications
 

Required Qualifications:

Education:

Bachelor’s degree in a related field

Experience:

• relevant years of experience in process improvement to include evaluating, analyzing, recommending/developing, documenting, and implementing improvements in processes and procedures

conducting risk assessments and root cause analysis

• evaluating effectiveness and efficiency of systems and business strategies
• conducting cost/benefit analysis
• analyzing performance problems
• designing, implementing and evaluating performance interventions
• project planning and management
• preparing and presenting information to management

Knowledge and Skills:

Knowledge of:

• techniques used to analyze business practices and procedures
• project planning and management techniques
• process improvement strategies and best practices

Ability to:

• demonstrate excellent verbal and written communication skills, including strong presentation skills, persuasion and interpersonal skills (with the middle/senior management level)
• demonstrate strong problem solving and interpersonal skills
• demonstrate strong organization and prioritization skills
• work effectively on multiple simultaneous projects
• set priorities, multi-task, work under pressure, and adapt to changing demands from multiple origins
• adapt to and effectively lead change