Dir, PLADS Care Advocates

Job Summary

This is a leadership role that focuses on the planning, development, and implementation of the care advocate strategy for Premier Life, Absence, and Disability Service (PLADS). Responsible for enhancing the customer experience by operationalizing our psychological and social support to claimants and their families, who are dealing with a leave of absence, disability, or end of life event. This role leads multiple projects simultaneously from beginning to completion.

Principal Duties & Responsibilities

Works across teams in leading the charge for designing, developing, and implementing Care Advocate strategies to integrate into their existing and future programs

Responsible for the development of innovative strategies that are differentiating in the market

Regularly monitors industry trends and developments related to psychosocial conditions that would impact our claimants

Develops, plans, and implements additional concierge level services designed to improve the comfort and care of claimants and their families

Builds a robust claimant advocacy model that includes referrals to additional medical services and community services including financial assistance, legal aid, and housing.

Identifies and assists claimants with barriers preventing recovery and return to work

Drives positive change through program definition and driving initiatives that support the Care Advocate program

Utilizes broad enterprise and segment influence by building alliances across products to successfully collaborate, execute, and expand the care advocate program

Manages, develops, and leverages internal and external talent responsible for accelerating growth of the program and reputation within the group benefits space

Directs and coordinates the development of an organizational framework and provides the necessary leadership to ensure the ongoing availability of a qualified and motivated staff to meet current needs and planned future growth

Prepares and conducts in-service training programs for staff

Participates in quality improvement plans, processes, and evaluation

Collaborates with the branding team to market customer co-innovation initiatives

Oversees projects from original concept through final implementation

Ensures that all assigned projects are completed within agreed upon time frames

Recommends changes to policies, systems, products/ services to leaders

Champions the voice of the customer and applies innovation across the product portfolio in partnership with the Information Technology team to enhance the customer experience

Regularly monitors and evaluates activities to identify potential risks and issues of non-compliance

Participates or may lead risk assessment for the Life product and escalates potential issues to higher management

Education & Experience

Bachelor's Degree in social work or a related field, 10 – 15 years of experience in clinical behavioral health, social work, or a related field, or an equivalent combination of education and experience.

Licensed in related field (LCSW, LMHC, LPC) National Sale experience

Master's Degree in social work or a related field (preferred)

Job Knowledge & Skills

• Experience in Group Insurance products and operational practices

· Group term Life product

· Accident and Dismemberment

· Port and Conversion

 · Evidence of Insurability

· Leave of Absence

· Short Term and Long Term Disability

• Knowledge of employee relations to handle employee issues proactively

• Demonstrated ability to develop collaborative relationships

• Strong analytical thinking and problem solving skills

• Strong project management skills and experience managing large scale projects

• Excellent written and verbal communication skills

• Experience with state filing departments

Organizational Competencies

Acting with Integrity, Communicating Effectively, Pursuing Self-Development, Serving Customers, Supporting Change, Supporting Organizational Goals, Working with Diverse Populations

Leader Competencies

Acting as a Champion for Change, Demonstrating Initiative, Developing Talent, Managing Performance