<p>An exciting opportunity exists to join the ProAssurance family of companies!</p> <p>Our mission is powerful and simple: We protect others. Choosing a place to apply your talents is an important decision for anyone. You have plenty of options. Why choose ProAssurance?</p> <p>At ProAssurance, we sell a pledge, and that pledge is delivered by our team members. We are seeking individuals who value integrity, leadership, relationships, and enthusiasm-and want to build their career with a great company where they can be their authentic self and feel valued, recognized, and rewarded for their contributions. ProAssurance specializes in healthcare professional liability, products liability for medical technology and life sciences, legal professional liability, and workers' compensation insurance. We are an industry-leading specialty insurer, with job opportunities in much of the contiguous United States.</p> <p>This position supports our workers' compensation line of business, Eastern Alliance. While we prefer the position to be hybrid and based in our Carmel, IN office, we're also open to fully remote candidates located in Michigan, Kentucky, Tennessee, or elsewhere in Indiana.</p> <p>Our Client Outcomes team members travel periodically to support the needs of the business.</p> <p>The primary responsibility of the Client Outcomes Specialist is to serve as the internal champion of the Eastern Way, Client Services, and Return to Wellness (RTW), and to maximize the favorable outcomes and financial benefits of these philosophies and protocols for the Company, its team members, agents, policyholders, and injured workers. Working under minimal supervision, this position will be partnering with the regional service teams to ensure that the Eastern Way, Client Services, and RTW are effectively and consistently executed across the Company.</p> <p>What you'll do:</p> <p>60% - Executes Client Services protocols. Provides Client Services oversight for the Company's Large Accounts and accounts over $100,000 in manual premium, for all product offerings (Guaranteed Cost, Retros, Large Deductibles, Specialty Risk and Inova) across all Regions. Supports the consistent execution of Eastern's Service Cycle, including:</p> <ul> <li>Independently coordinates, schedules and leads Client Services meetings, including: </li><li>New business acquisition and set up - Point of Sale. </li><li>Proper planning and execution of New Account Orientation and set up. </li><li>Sends welcome email and follows up regarding initial needs. </li><li>Serves as an active presenter by reviewing materials at the annual stewardship meeting to discuss and present solutions. </li><li>Key contributor in Claim Review meetings. </li><li>Fields the requests, coordinate with team members, prepares materials. </li><li>Functions as subject matter expert in RTW, Client Services and Eastern Way strategies. </li><li>Under minimal guidance and direction, develops service plans and follows through on, execution and measurement. </li><li>Provides ideas and feedback regarding needs to develop and refresh materials, works with Marketing to execute. </li><li>Functions as a point person for client specific needs and maintains consistent expectations regarding service across all teams. </li><li>Analyze accounts where the company was not successful (new and renewal) by making recommendations for improved outcomes. Recommendations to be reviewed with assigned underwriter and review with appropriate team members as a learning opportunity. </li><li>Assist teams in analyzing account trends throughout policy term and plan appropriate action steps to address/communicate. </li><li>Acts as a point of contact for any special reports to assist with trending discussions. </li><li>Facilitates claim system and/or website training for customers and agents. </li><li>Establishes and maintains location codes for accounts. </li><li>Works with the Claim Support team to update claims. </li><li>Coordinate and lead the roll out of new client facing tools and materials. </li><li>Educates internal team members, agency partners and clients. </li><li>Works with the policy support team to create account specific panels and serves as the contact for requests from both internal and external customers. </li><li>Serves as a key contributor to provide feedback and determine future service needs at large account meetings. </li><li>Attend and/or participate in industry related events related to Client Services. </li><li>Serve as a resource and active participant in projects related to improving customer engagement. Work with Supervisor of Client Outcomes to research and recommend Insurtech offerings. </li><li>Continuously analyze current Client Services model for improvements in efficiency and effectiveness. </li><li>Actively scan the insurance marketplace to identify current trends, competitive offerings and emerging ideas that specifically serve large customers. </li></ul> <p>25% - Executes RTW protocols. Serves as a subject matter expert on RTW. Supports the consistent execution of RTW in the following ways:</p> <ul> <li>Leads the RTW Committee. </li><li>Attends Service Team and Department meetings to participate in account-specific RTW discussions and action plans. </li><li>Works directly with Service Teams, agents, and insureds on an as-needed basis to facilitate resolution of RTW issues. </li><li>Tracks and reports on RTW initiatives, results, and financial outcomes. </li><li>Monitors RTW log; provides timely and immediate feedback to Supervisors and Managers to address RTW-related performance and training issues. </li></ul> <p>3% - Facilitates team collaboration and communication. Assist with problem/complaint resolution when necessary. Communicates successes and accomplishments internally and externally. Manages SharePoint utilization & maximization.</p> <p>3% - Interacts with agency partners (e.g. attends agency visits and events, etc.) and collaborates regularly with Marketing team.</p> <p>3% - Participate in the development and execution of annual strategic initiatives to support the Eastern Way/Client Services model.</p> <p>3% - Offer mentoring and guidance for assigned Client Outcome team members and less experienced Client Outcome team members in the organization.</p> <p>3% - Works with Supervisor of Client Outcomes to conduct RTW and Client Services trainings for new RM, Claims and UW team members.</p> <p>What we're looking for:</p> <ul> <li>Bachelor's degree is required. A minimum of seven years of experience in workers' compensation insurance in an underwriting, claims, marketing and/or risk management capacity. Advanced knowledge of workers' compensation claims preferred. A CPCU or other related industry designation is preferred. </li><li>Demonstrates advanced technical proficiency in Client Outcomes skills through achieving targeted financial and operational results. </li><li>Proven leadership skills with the ability to effectively coach, motivate and develop staff. </li><li>Excellent written and verbal communication skills with proven ability to coach, lead, influence and motivate others is required. </li><li>Excellent time management skills. </li><li>Strong analytical ability, to gather data and summarize for reports; find solutions to problems and prioritize work. </li><li>The ability to drive financial results on Client Services and Return to Wellness initiatives. </li><li>Ability to lead and instill confidence in others through professional credibility with all levels of the organization as well as with outside customers and agents. </li><li>Knowledgeable in various software packages, including Microsoft Office products, such as Word, Excel, PowerPoint, Outlook. </li></ul> <p>#LI-Hybrid</p> <p>We are committed to providing a dynamic and inclusive environment where everyone can do their best work and grow personally and professionally.</p> <p>For that reason, we partner with The Predictive Index (PI) - an organization equally committed to improving the working lives of people, to help us hire the best talent by providing additional insight about one's work style.</p> <p>The position you applied to requires completion of two assessments prior to being scheduled to interview with a hiring manager. A Talent Acquisition team member may review your application and contact you before the assessment is complete. These assessments are Behavioral and Cognitive (internal candidates will only receive the Behavioral assessment), and each assessment takes less than 12 minutes to complete.</p> <p>After submitting your application, you will receive two emails from The Predictive Index inviting you to complete each of these assessments (please check your SPAM or Junk email folder if you do not see these emails in your inbox).</p> <p>Position Salary Range</p> <p>$64,930.00 - $107,146.00</p> <p>The salary range displayed represents the entirety of the pay grade for this position. Most candidates will start in the bottom half of the range. Factors that may be used to determine your actual salary include your specific skills, how many years of experience you have, your location and comparison to other team members already in this role.</p> <p>Build your career with us and enjoy access to a best-in-class benefits program.</p>