Underwriting

The Doctors Company Underwriting Group is focused on offering coverage to the medical malpractice insurance industry’s most complex risks. We are a cohesive and dynamic team that applies creative and flexible underwriting solutions to meet all challenges presented by the changing healthcare environment. Our underwriting appetite includes primary and/or excess coverage, loss-sensitive programs with multi-state capabilities on an admitted basis, and more.

We welcome self-motivated, creative, innovative, high-energy, effective communicators with in-depth knowledge of large account medical malpractice coverage. The right candidate possesses solid interpersonal and collaboration skills, and is comfortable communicating at all levels of an organization and with brokers and insured's. 

Are you passionate about owning the delivery of best-in-class customer service?

As the nation’s largest physician-owned medical malpractice insurer, The Doctors Company has always been guided by our mission: To advance, protect, and reward the practice of good medicine. 

The Doctors Company is currently seeking a Director of Customer Experience who will identify opportunities in the customer journey and lead our team to provide the best imaginable service.

You will play a pivotal leadership role in developing and designing quality metrics and a training program to develop junior staff.

Position Mission

Reporting to the VP of Underwriting Operations, the Customer Experience Director with a strong commitment to creative and innovative problem solving by leading, developing and providing strategic direction for all customer service experiences for our MST and Underwriting teams.

What You Need to Succeed (Qualifications)

• Bachelor’s degree in Business, Management, or related field required
• Five (5) plus years of experience in insurance, health care or other related call-center and/or insurance policy processing or invoicing experience. 
• The ideal candidate will be a subject matter expert in areas of best customer service practices, effective program oversight and implementation, communication strategies, change management, and data analysis
• Must have the ability to motivate and engage leaders and employees to continually strive for best in class customer services

What You'll Achieve

The ideal person for this role will excel by creating and providing service excellence skill development and determine training initiatives and resources to create Customer Service experts in the Member Support and Underwriting teams. This role will focus on results and accountability to ensure that effective controls are developed and maintained to ensure the integrity and sustainability of the strategic plan and ensure performance is aligned with mission goals and outcomes are completed within established timeframes.

Strategic Planning & Implementation

• Design service criteria to improve customer experience
• Collaborate with key stakeholders and matrix partners to achieve strategy
• Results and Accountability: ensures that effective controls are developed and maintained to ensure the integrity and sustainability of the strategic plan. Takes corrective action as appropriate. Ensures performance is aligned with mission goals and outcomes and is completed within established timeframes. Monitors and evaluates complex plans; focuses on results and measuring attainment of outcomes.
• Establish and deliver performance metrics and goals that tie to established business objectives.
• Analyzes the impact of long-term planning on new programs/strategies and regulatory action.
• Continually identifies opportunities to craft an enjoyable customer experience in MST, Underwriting, and TDC
• Seeks to support the communication and delivery of work by aligning with TDC’s mission and values
• Serves as role model for all MST and Underwriting staff in developing standards, knowledge, skills and behaviors to meet expectations of members
• Collaborates with other departments to eliminate unnecessary processes and implement ways to enhance members experience.
• Subject matter expert in such areas as best customer service practices effective program oversight and implementation, client communications strategies, change management, and data analysis
• Motivate and engage those in leadership and front-line roles to continually strive for world-class patient and family experience

Policy, Procedure Development & Compliance

• Fully understands all internal/external policies relevant to the role
• Participates in the development of departmental goals, objectives and systems
• Stays abreast of technological enhancements to ensure team has the tools needed to support functions
• Develop and implement service procedures, policies, and standards providing effective communication to team, while holding other accountable for positive results.
• Collaborate with internal and external stakeholder to meet organizational/ regional objectives

Quality, Data Management, & Metric Oversight

• Collect, organize, analyze customer metrics, and develop plan to respond or reward based on results customer metrics
• Implements and operationalizes phone system to capture feedback, analyze performance and take necessary action as needed
• Provides management updates related to customer experience and escalates issues and challenges when needed
• Analyze reporting around service levels, abandoned rate and employee performance to make recommendations for improvement
• Assists Underwriting Operations Vice President with aligning service levels, follow-up work and employee engagement
• Measures department performance by preparing daily, weekly and or monthly reports and communicating progress to staff and management
• Implements measurable customer experiences by working with customer groups to gain feedback for change initiatives
• Monitors random inbound calls to improve quality, provide immediate staff feedback and minimize errors for tracking operative performance

Other Duties As Assigned

• Evaluates and maintains equipment needs to assure equipment is in good working order
• Performs other assignments as requested and directed
• Make oneself available for all duties.

Benefits

We offer competitive compensation, incentive bonus plans, outstanding career opportunities, an exceptional work environment, and an impressive benefits package, which starts with medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; and an employee assistance program. There's more:

• Health, dental, and vision insurance
• Health and dependent care tax-free spending accounts with a company match
• 401(k) and Roth IRA with company match, as well as catch-up plans for both
• 10 paid vacation days, 6 paid sick days, and 6 paid personal days each calendar year (with vacation increases based on length of service)
• 10 paid holidays each calendar year
• Life and travel insurance
• Tax-free commuter benefits
• In-person and online learning opportunities
• Cross-function career opportunities
• Business casual work environment
• Time off to volunteer
• Matching donations to qualifying nonprofit organizations
• Company-sponsored participation at non-profit events

Overview

At The Doctors Company, we are fiercely committed to our mission of advancing, protecting, and rewarding the practice of good medicine. Our employees are integral to our success as the nation’s largest physician-owned medical malpractice insurer—and reflect our core values of service and professionalism. Employees also make a difference in their communities through volunteer work and donations. In the last five years, employees have worked more than 5,000 hours for local community organizations and donated more than $500,000, in conjunction with a company matching funds program.

The Doctors Company is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.