Client Claims Director

We're Hiring: Client Claims Director
Business Segment: Broadspire

This is an exciting opportunity to join a global leader in claims management and make a meaningful impact through your expertise.

✅ Why Join Crawford & Company?
Excellent Crawford Benefits that Empower Financial, Physical, and Mental Wellness
Generous Employee Referral Bonus Program
️ Access to Multiple Employee Discounts

Role Overview:
✅ Serve as the primary claims liaison for a designated client, driving program enhancements, client-specific directives, and claims process improvements.
✅ Partner with Adjusters, Team Leaders, Team Managers, and Service Center Managers to enhance claim quality, staffing strategies, operational efficiency, and claim outcomes.
✅ Monitor claim performance through analytics, ensuring compliance with client Special Handling Instructions, Best Practices, and service expectations.
✅ Oversee claim operations, including investigations, reserve management, workflow optimization, litigation management, and claim file audits.
✅ Coach and educate claim staff on customer service, technical claim handling, supervision standards, reserve controls, data accuracy, and quality results.
✅ Manage client reporting and statistical data while ensuring effective utilization of Medical Management Services, Subrogation Vendors, SIU Services, Attorneys, and other program resources.

• Assists in the section, training and development of an effective and efficient staff.


• Monitors key metrics on a daily, weekly or monthly level as needed. Key metrics include general metrics as well as those specifically targeting client initiatives.


• Along with Account Executive, communicates Client's expectations and ensures compliance via interaction with Team Manager and Service Manager.


• Provides claim specific guidance to staff as applicable ensure proper investigation and timely equitable disposition of claims. Makes recommendations on reserves exceeding pre-determined authority level; conducts periodic reserve reviews to identify areas of concern and work with Team Manager to resolve.


• Analyzes files on a periodic basis to determine accuracy and completeness and to maintain control of quality of work.


• Works with Team Manager and Service Center Manager to ensure that claim personnel are knowledgeable on client special handling instructions, carrier requirements and work reflects same.


• Keeps VP of Claim Operations informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to SVP and VP of Claim Operations.


• Participates in special projects or performs duties in other areas as requested.


• Undertake reviews, based on predetermined criteria or as applicable, to ensure proper investigation and data collection.


• Works with staff to ensure training has taken place in the proper evaluation of claims from a legal, medical, and financial standpoint.


• Handle client concerns quickly and efficiently to resolution

• College Degree preferred or education equivalent to a college degree or the equivalent experience in related work experience.
• Seven more years of progressive technical claim experience, including supervisory and/or management experience, demonstrating a high degree of judgment and discretion, is capable of providing adequate guidance and support on administrative and technical claim matters.
• Attainment of the Associate in Claims designation, and successful completion of, or active study for, I.I.A. MGT 43, and MGT 44, or the equivalent in related studies or work experience.
• Demonstrated ability to supervise the work of others.
• Demonstrates effective and diplomatic oral and written communication skills, and promotes a favorable company image to the public.
• None

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