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DESCRIPTION

The Claims Resolution Supervisor supervises Claims Resolution Analysts and Claims Resolution Specialists and is responsible for timely and financially compliant validation of incomplete and escalated claims. This person will analyze incomplete and escalated claims to increase Ready to Clear rate by determining the root cause and taking action to resolve it. The incumbent will ensure that Claims Resolution Analysts and Specialists are trained and proficient in their assigned work using analytical tools, quality reviews, client feedback, and management guidance. The Claims Resolution Supervisor also ensures that their associates are compliant with client, department, and company policy.

RESPONSIBILITIES

• Supervises Claims Resolution Analysts and Specialists to include evaluating associates, assisting in hiring, addressing individual performance issues, workload balancing, and salary recommendations

• Consistently demonstrates a high level of proficiency in processing claims, Acosta, client and customer systems, and client, customer and company policies and procedures.

• Monitors attendance to ensure full coverage

• Maintains accurate attendance and payroll records

• Ensures that associate quality scores, ready to clear rate and productivity meet or exceed expectations

• Communicates daily with other supervisors and the hub manager to ensure associates are handled consistently across the hub

• Ensures adherence to company and department policy, client service level agreements and financial requirements for assigned team

• Serves as the Acosta resource for assigned clients and customers needing information and/or assistance with claims

• Uses the required work management process to prevent backlog

• Resolves validation and clearing issues by communicating with associates, sales, clients, customers and the management team, and provides recommendations to prevent them in the future

• Escalates recurring claims processing errors to the Hub Manager for assistance

• Escalates associate issues to the hub manager for assistance

• Serves as mentor/resource for internal and external associates to improve accuracy and timeliness of claims processes

• Works with management to improve claims and repayment processes

• Uses reporting tools and one-on-one sessions to monitor team performance/task completion on a daily, sometimes hourly basis and ensures all claims functions are current and are being performed accurately and efficiently

• Performs daily maintenance of the claims processing system to ensure that all claims are entered, accurate, assigned correctly, matching client records

• Maintains excellent working relationships with customers, clients, sales, management team

• Other duties as assigned

QUALIFICATIONS

Work and Experience Requirements :

• High School diploma or equivalent

• Bachelors’ degree preferred

• 2 years of supervisory experience

• Background in business process solutions and/or brokerage field preferred

Knowledge, Skills, and Abilities Required:

Accepts accountability for job performance; proactively informs others if problems limit the ability to meet expectations

• Accepts change as a normal part of doing business, maintains a positive attitude, and exhibiting constructive work behaviors during periods of transition

• Actively supports organizational goals and values; aligns actions around organizational goals; gives priority to organizational needs and concerns when making decisions

• Makes sound decisions based on the limited information available at the time, achieving forward progress even under ambiguous circumstances

• Takes a reasoned logical approach in making judgments and decisions, carefully reviews available facts and information before reaching any conclusions

• Sets high standards for personal and group accomplishment; creates measures to monitor progress toward goals; aggressively works to meet or exceed expectations

• Demonstrates an authentic interpersonal style that engages others and encourages high performance; uses coaching and mentoring skills to develop and support employee growth Physical Requirements:

• Seeing

• Listening

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ABOUT US

Acosta Group is a collective uniting the most trusted retail, marketing, and foodservice agencies—Acosta, ActionLink, CORE Foodservice, CROSSMARK, Mosaic, Premium Retail Services, and Product Connections. Together, we connect consumers with the brands they love through omnichannel selling, merchandising, brand advocacy, and integrated marketing.

We recognize our associates are the foundation of our success. That’s why we prioritize your growth, development, and well-being to help you reach your full potential. With programs designed to support a fulfilling work-life balance, we offer opportunities that fit your lifestyle and ambitions—whether you’re looking for part-time flexibility or full-time career advancement.

Ready for a career path that’s as unique as you? Discover your path at Acosta Group!

We empower you to Discover Your Path and fully embrace BEING YOU as you shape your journey with us. At Acosta Group, we value equal opportunity in employment practices and career progression. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race/ethnicity, gender/gender identity, disability, veteran status, or any other basis protected by federal, state, and local laws. Acosta Group will provide reasonable accommodations for applicants with physical or mental disabilities to complete applications or interviews for employment. If reasonable accommodation is needed to participate in the job application or interview process, please contact EmployeeServices@acosta.com

Acosta Group and its subsidiaries believe the posted compensation range accurately reflects this role at the time of posting. Final pay may vary based on qualifications and location, and the range may be updated in the future.

Acosta Group is an E-Verify employer. By applying, you agree to our Privacy Statement and Terms of Conditions.

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Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Sales Support

Position Type: Full time

Business Unit: Sales

Salary Range: $37,400.00 - $46,800.00

Company: Acosta Employee Holdco LLC

Req ID: 4627