Job Description

Who We Are

Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.

Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.

Job Summary

The Policyholder Services Manager will manage and oversee the timely and accurate processing of policy administrative changes and will address staff and client/policyholder inquiries regarding the policy admin process.

Supervisory Responsibilities:

• Oversees the day-to-day operations of the assigned department.
• Hires and trains staff involved in processing policy administration.
• Conducts performance evaluations that are timely and constructive.

Duties/Responsibilities:

• Provides support and guidance to staff and other direct reports.
• Excellent supervisory skills.
• Managing overall operations in an insurance setting.
• Creating and implementing policies that allow your insurance company to function as a cohesive unit.
• Reviewing company performance to identify areas where individual employees and entire departments can improve their efficiency.
• Connecting with client companies to ensure that employees communicating personally with policyholders represents the company in the best light.
• Identifying and minimizing threats as part of ongoing risk management responsibilities.
• Managing collected data and creating user-friendly reports that can help executives identify company progress, regression, and any fluctuations in output.
• Continually reviewing insurance policies to confirm that policyholder needs are best addressed.
• Managing quality control exceptions for trends and opportunities for improvement.
• Controlling company finances to maintain correct budget allocation to all departments.

Required Skills/Abilities:

• Excellent supervisory skills.
• Excellent verbal and written communication skills.
• Ability to manage and resolve complex policyholder and client escalations.
• Proven ability to maintain high levels of customer satisfaction.
• Understanding of policy administration workflows and service level agreements (SLAs).
• Understanding of insurance policy and plan terminologies.
• Excellent interpersonal skills and ability to build relationships with a variety of recipients, including clients, policyholders, and staff.
• Knowledge of insurance regulations, compliance requirements, and industry best practices.
• Ability to ensure adherence to company policies, state regulations, and audit requirements.
• Strong analytical and process improvement skills.
• Ability to identify workflow inefficiencies and implement operational improvements.
• Ability to analyze operational metrics and performance data.
• Experience utilizing KPIs, dashboards, and reporting tools to support decision-making.
• Strong problem-solving and critical thinking abilities.
• Ability to manage multiple priorities and projects simultaneously.
• Experience leading organizational change and implementing operational initiatives.
• Proficiency with policy administration systems, CRM platforms, and Microsoft Office applications.
• Advanced Excel and reporting capabilities preferred.
• Experience with workflow automation and case management systems.

Education and Experience

• High school diploma or equivalent required; bachelor’s degree preferred.
• Five years of related experience required.

At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.