Claims Team Leader

Bend, Oregon

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PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Supervise and provide leadership and guidance to Claims Analysts and support staff regarding company policies, procedures and workflow applicable to groups/individuals and/or self-funded clients. Manage claims production and quality that meets or exceeds company standards. Resolve claims adjudication issues. Responsible for hiring, training, coaching, counseling, and evaluating team member performance. Demonstrate effective leadership by coaching to improve individual performance, develop teamwork and team support, manage change and encourage innovation, build collaborative relationships, encourage involvement and initiative, and develop increased vision and commitment to goals in others.

Essential Responsibilities:

  • Provide supervision, coaching, training, evaluation and leadership to assigned staff.
  • Assure self-funded claims processing, production and quality meet department and company standards.
  • Evaluate performance of team members.
  • Analyze results of performance reports for each team member to determine training needs related to personal performance and department goals.
  • Oversee and assist team in providing exceptional claims processing service to members, providers, employers, agents and other insurance companies. Includes accurate interpretation of benefit and policy provisions for commercial medical and dental, self-funded, individual, conversion, and/or COBRA policies.
  • Oversee and assist with review and research of medical and dental claims and determine coverage based on contract, provider status and claims processing guidelines.
  • Investigate and settle claims issues as needed.
  • Relay information for dispute resolution, including research and response for grievances and appeals, to appropriate departments and personnel.
  • Communicate changes in business processes and procedures to ensure team members receive information in a timely manner.
  • Work collaboratively with department Training Coordinator in all aspects of initial and continued education for assigned staff.
  • Oversee and assist with answering inquiries received by mail or e-mail, providing exceptional service.
  • Write original business letters and prepare reports as needed. Serve on various interoffice committees as required or needed.
  • Document and report any pertinent communications back to the team and/or department.
  • Actively participate in Claims leadership peer group to ensure cross-team communication, collaboration and process efficiency result in consistent, quality claims processing outcomes.
  • Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.

Department Management
  • Coordinate business activities by maintaining collaborative partnerships with key departments.
  • Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
  • Provide feedback, including regular one-on-ones and performance evaluations, for direct reports.
  • Assist with process improvement and work with other departments to improve interdepartmental processes.
  • Utilize lean methodologies for continuous improvement.
  • Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities.
  • Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  • Actively participate as a key team member in department meetings.
  • Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.

Supporting Responsibilities:
  • Actively participate in department or inter-departmental workgroups.
  • Share information or issues with department leaders. Regularly attend team meetings and daily team Visual Board huddle.
  • Meet department and company performance and attendance expectations.
  • Perform other duties as assigned.

Work Experience:

Minimum of three years of experience in closely related insurance field or three years' supervisory experience required.

Education, Certificates, Licenses:

Requires high school diploma or equivalent.


Ability to gain a thorough understanding of PacificSource products, plan designs, provider relationships, and health insurance terminology. Basic working knowledge of Oregon Insurance Division rules and regulations. Thorough understanding of claims processing system and operation. Advanced PC skills including, Microsoft Word and Excel. Ability to type using a standard keyboard, operate 10-key pad accurately, multi-line telephone system, and fax machine. Research skills and ability to evaluate claims in order to audit accurately. Advanced skills in medical terminology, CPT / ICD-10 coding. Effective and responsive leader. Current knowledge of changes in PacificSource business processes and procedures and relating that information to team members. Ability to work under time pressures and deal with difficult situations. Team player. Collaborates with others and helps to accomplish objectives. Strong work ethic and ability to work effectively with a variety of personalities at varying skill levels.


Building Trust

Building a Successful Team

Aligning Performance for Success

Building Customer Loyalty

Building Strategic Work Relationships

Continuous Improvement

Decision Making

Facilitating Change

Leveraging Diversity

Driving for Results


Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Accountable leadership, Collaboration, Communication (written/verbal), Critical Thinking, Decision Making, Influencing, Listening (active), Organizational skills/Planning and Organization

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:
  • We are committed to doing the right thing.
  • We are one team working toward a common goal.
  • We are each responsible for customer service.
  • We practice open communication at all levels of the company to foster individual, team and company growth.
  • We actively participate in efforts to improve our many communities-internally and externally.
  • We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
  • We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

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