Description and Requirements
Claims Job Coach Job Description
Position Overview :
The Claims Job Coach work directly on the Claims New Hires and serve as a conduit between the Claims Supervisor and the Quality training team. This person should be a people leader with an advanced knowledge of MetLife Pet coverage, polices, and procedures as well as having the ability to interpret and understand medical terminology in relation to diagnoses and procedures. The Claims Job Coach is responsible for reviewing all claims touched by their assigned New Hire group. Following up and correcting any errors including, but not limited to, by email, virtual meetings, and Microsoft Teams. The Claims Job Coach will provide feedback through each stage of review until the New Hire graduates training. They will provide daily, and weekly updates of progress then log them in all appropriate channels to ensure smooth transition from training to production.
This role requires an effective communicator that can adapt to a variety of learning styles to guide New Hires with the Claims Trainer through Adjuster and Doc Specialist training in accordance with class guidelines and procedures.
Essential Duties and Responsibilities :

• Provide daily direction and communication to Claims Associates to ensure the team is performing optimally.
• Assigned to assist 2 -3 New Hires during learning and development stages.
• Creates and manages a Microsoft Teams chat to provide in the moment feedback and answer questions.
• Provide scoring and summaries of all reviewed New Hire claims during training.
• Identify and alert Claims Supervisors and/or Claims Trainer of any issues as needed.
• Provide policy clarification to Claims Associates.
• Coach Claims' Associates behaviors toward the company's goals and assist Manager with gathering information for performance reviews.
• Assists Supervisor with analyzation of behavior and quality metrics of each New Hire.
• Adjudicates for allocation of deductibles, co-pays, co-insurance maximums and provider reimbursements.
• Procures and maintains adjuster's license in all relevant states.
• Perform all other duties as assigned.

Essential Knowledge, Skills, and Abilities :

• Proven leadership experience and conflict management skills.
• Strong understanding of veterinary medical terminology.
• Articulate, professional, and possesses a strong quality customer service mindset with attention to detail.
• People leader with a positive attitude.
• Excellent tracking, follow-up, and relationship building skills.
• Ability to identify problems and logically research with minimum assistance to locate answer through appropriate reference materials.
• Can adapt to multiple learning styles for effective teaching.
• Strong written and oral communication skills including presentation skills.
• Strong organization skills and the ability to handle multiple projects at once.
• Proficient with Microsoft Office programs (Outlook, Excel and Word) . Ability to type a minimum of 45 WPM.
• 2+ years experience as a MetLife Pet Claims Adjuster.

Beneficial Knowledge, Skills, and Abilities :

• Vet Tech License

Education/Experience Requirements :

• High school diploma or GED
• Three years veterinary medical experience or equivalency preferred

The wage range for applicants for this position is $41,600 - $45,000 . This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.