Insurance Operations Team Leader

SFM Companies (SFM Mutual Insurance)
August 31, 2023
Bloomington, MN
Job Type


The Insurance Operations Team Leader will guide a team that supports SFM's operations ensuring quality and timely assistance is provided to all internal and external customers. The department is the backbone of the entire company and handles all forms of communications that comes into the company.

The Insurance Operations Team Leader will guide a team that supports SFM's business operations ensuring quality and timely assistance is provided to all internal and external customers. The department is the backbone of the entire company and handles all forms of communications that comes into the company. You will be responsible for leading and managing the daily operations of the Insurance Operations and Medical Cost Containment team to successfully achieve business objectives while striving to achieve customer service goals.

In the Insurance Operations Department, no two days are the same; the leader will seek to identify and implement process improvements to increase efficiency and maintain/improve service results. Because SFM is a service oriented organization, this department plays a critical role in the company's success. You will review the departments workflow objectives and provide leadership to various team members by overseeing workloads, conducting performance reviews, and communicating the Organization's vision and expectations. SFM believes that our exceptional and motivated employees are our greatest strength, and we are committed to creating the best work environment.

This is a hybrid position, so office time is required. Applicants must live in MN and report to the Corporate HQ's in Bloomington, MN.

Our benefits include:

  • Affordable Medical, Dental, Vision Insurance, HSA, FSA
  • Traditional and Roth 401(k) plans with company match
  • Company contributions to help pay off student loans
  • Monthly home internet allowance
  • Free life insurance, STD & LTD
  • Hybrid work
  • Opportunities for annual gainshare bonus
  • Pet insurance
  • Generous PTO
  • 9 paid holidays
  • Paid parental leave
  • Annual company-wide volunteer day
  • Adoption financial assistance

What You'll Do:

  • Responsible for leading and managing a proactive service-oriented team that ensures effective and consistent incoming/outgoing mail, imaging, printing, and indexing for the Company while promoting excellent customer service and adhering to company standards.
  • Reviews team job descriptions and duties on a regular basis and makes adjustments as business requirements change. Ensures that proper cross training occurs to cover for volume peaks and team PTO.
  • Maintains training materials and best practice documentation for all positions on the team.
  • Actively reviews team production and quality while monitoring resources to optimize team output to improve team productivity and makes adjustments to workflows and workloads as needed.
  • Serves as a resource to handle escalated matters and takes necessary action to resolve issues.
  • Manages partnership agreements with other teams and regularly meets with key team leaders to monitor that team service levels are being met.
  • Identifies and implements innovation enhancements through technology to improve communication services to internal and external customers collaborate with other areas of the Company with customer and vendor phone calls providing responsive and accurate service.
  • Reviews phone calls and all work production for quality and timeliness; monitors stats related to phone calls and queue work that is performed by the team members and makes recommendations for improvements in areas where deficiencies are noted.
  • Contacts the various internal business partners providing updates regarding workflow matters and keeps an open line of communication with all internal customers that is respectful and courteous.

Leadership and Staff Development.

  1. Develops and communicates vision and expectation levels to team members and relates them to corporate vision and strategic direction. Maintains appropriate interactions with persons both within the organization and externally.
  2. Provides team members with the tools needed for the team to accomplish stated objectives and fosters a positive and rewarding work environment and monitors team dynamics and safety practices.
  3. Consistently provides feedback and communication to staff members related to company and team performance.
  4. Leads team members to make decisions based on established criteria/goals and monitors performance to achieve successful results.

We're looking for:

  • Bachelor's degree preferred.
  • Five years', or more, experience working in a customer focused business environment and or insurance service operations department, or similar environment. Workers' compensation and/or casualty insurance experience is highly desirable.
  • Experience managing, leading projects or other similar experience preferred.
  • Must be motivated to develop an effective team environment focused on team results.
  • Strong coaching and development skills, with desire to guide and encourage staff toward improved performance and quality work.
  • Inspires continuous quality improvement.
  • Must be motivated to serve as a positive role model to all team members.
  • Ability to apply confidentiality when appropriate.
  • Strong listening, written and verbal communication skills, with ability to communicate at all levels within the organization.
  • Strong organizational skills including the ability to manage multiple projects and work with minimal direction.
  • Excellent documentation skills with knowledge of understanding correct methods of creating documentation.
  • Ability to interact with others effectively by utilizing good communication skills, cooperating purposefully, and providing information and guidance, as needed, to achieve the business goals of the company.
  • Ability to manage difficult situations and conversations with diplomacy.
  • Excellent problem solving, decision making and organizational skills.
  • Strong computer skills, including MS Office applications and knowledge of imaging and mail service functions.
  • Ability to delegate to ensure successful completion of projects and/or assignments.

Work Environment and Physical Demands

Work takes place in a semi paperless environment within an office setting, either on business premises or remote location, using standard office equipment such as computers, phones, and photocopiers, which requires being stationary for extended periods of time. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms and work with close vision. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Work is performed indoors with little to no exposure to extreme outdoor weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About SFM:

Since 1983, our mission has been to be the workers' compensation partner of choice for agents, employers and their workers. In that time, we've expanded to well over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. Though much has changed through the years, our focus continues to be unrivaled customer service, safety, and providing better outcomes for employers and injured workers. . .

SFM Mutual Insurance Company and each of its parent companies, subsidiaries and/or affiliated companies are Equal Opportunity/Affirmative Action Employers. All employment decisions are made without regard to race, color, religion, sex, national origin, age, sexual orientation, marital, familial, or veteran status, medical condition or disability, or any other legally protected classification.

SFM Companies, EEO/AA Employers.

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