Claims Team Lead

This is a full-time, hybrid position based in the Fort Lauderdale, Florida area

Make a Difference. Lead with Compassion. Excel Together.

As a Claims Team Lead, you’ll support our growing Claims team by championing member support, coaching team members, and helping shape the future of claims operations. You’ll be a go-to expert, lead by example, and collaborate closely with the Claims Manager to uphold MASA’s white-glove service standards.

Pay: $31.28 per hour

Working Hours: Monday–Friday, 8:30 AM – 5:00 PM
Work Environment: Hybrid. In-office days will be at MASA’s Corporate Offices at 1301 International Parkway, Sunrise, FL 33323

Reports To: Claims Manager

FLSA Classification: Hourly/Non-Exempt

ABOUT US

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com

WHAT YOU WILL DO

• Deliver VIP Member Support: Guide your team in delivering a best-in-class experience via phone, email, and mail—resolving issues with empathy and precision.
• Coach & Develop Talent: Onboard new team members and provide ongoing coaching to improve performance, product knowledge, and member satisfaction.
• Lead with Accountability: Act as the first line of support for escalated concerns, ensuring timely and effective resolution. Hold team members accountable with empathy and clarity.
• Build Claims Expertise: Deepen your knowledge of the No Surprises Act (NSA) and Independent Dispute Resolution (IDR) processes. Support appeals and documentation.

WHAT YOU BRING

• 3–5 years of experience in customer service, claims processing, or a related field
• 1+ year of team leadership or demonstrated expertise in MASA’s claims process
• High school diploma required; associate’s or higher preferred
• Strong communication, coaching, and analytical skills
• Claims Adjuster License (6-20 All Lines), or willingness to obtain within 90 days
• Comfort with CRM systems, Microsoft Office, Excel, and tools like SQL or Tableau

WHAT WE WILL PROVIDE YOU

• Competitive salary and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
• An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!

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