Conversion - Claims Operations Supervisor

At Epiq , your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

The Claims Operations Supervisor provides front-line management supervision for our claims operations team. The incumbent works to support the delivery of management direction to ensure timely and accurate processing of claims handling. The Claims Operations Supervisor may also help establishing procedural guidelines, processing claims and performing quality assurance checks. They are responsible for the timely and accurate execution of a case. They work closely with Claims Leadership and Client Services to drive appropriate requirements as well as execution.

Essential Job Responsibilities

• Supervises a team of 0-25 employees and/or contingent staff. This may include, but is not limited to, setting expectations, training, workflow management, goal setting, performance management and hiring/firing staff.
• Works closely with Data Services, Client Services, and Claims Services teams to understand project requirements and advise on best practices for project setup
• Investigates client and internal customer complaints, concerns, and non-conformance issues
• Conducts risk analysis; identifies critical control points and preventative measures; monitors quality. Also evaluates adequacy of quality assurance standards.
• Maintains working knowledge of technical concepts related to processing support software.
• Supports on-site audits conducted by external providers / clients
• Develops facility with claims and correspondence processing, as well as best practices for escalation support. Enhances department and organization reputation by taking ownership for quality and accuracy of output of the department.

Qualifications & Certifications

• Associate's Degree or comparable work experience
• 3+ years in claims analysis work
• 2+ years in a lead or supervisory role
• Supervisory level leadership skills and ability to communicate effectively to different audiences as needed
• Proficiency with Microsoft Office Suite
• Solid analytical and risk-assessment skills
• Ability to work independently and as a member of a team
• Proven experience as a supervisor or similar role
• Knowledge of technical concepts pertaining to processing software preferred
• Knowledge of technical writing concepts preferred
• Ability to work varied shifts due to business needs
• Communication: asks questions; confirms understanding with the audience; learns and adopts best practices for written word exchanges with claimants
• Problem Solving: seeks resolution despite roadblocks; identifies alternative routes to the goal
• Critical Thinking: switches perspectives when considering solutions, to identify gaps and optimize results
• Navigates Ambiguity: works through the unknown strategically
• Organization: tracks a variety of assignments by priority, and quickly switches between tasks
• Troubleshooting: leverages systems and tools knowledge to locate and repair root causes for error
• Data Interpretation: accurately assesses claim data to drive the highest level of claimant service
• Proprietary Software: understands the underlying structure of databases and other common tools for business administration, and learns new tools rapidly
• Vision: continuously conceives of and aspires toward long-term change, while effectively executing short-term goals

Epiq Leadership Compass

Builds Talented Teams

Builds and develops inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results.

• Focus on employee engagement
• Build a strong talent pipeline

Fosters Relationships & Collaboration

Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.

• Build trust-based partnerships
• Nurture long-term relationships
• Remove collaboration barriers
• Celebrate cross-team success

Engages & Influences

Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.

• Use storytelling to build buy-in
• Align communication with organizational goals
• Guild alignment through strong engagement

Maximizes Performance

Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.

• Use data to identify improvement opportunities
• Make informed decisions
• Align team goals with boarder strategy
• Empower teams to manage their own goals
• Translate vision into clear priorities
• Prepare for disruptions with strong change management

Achieves Operational Success

Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.

• Improve workflows for team efficiency
• Use clear documentation and expectations
• Resolve issues quickly using data and feedback

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.