Claims Client Experience Specialist

Location Name NC, Greensboro - 7823 National Service Road
Date Posted
3 days ago(11/29/2021 3:47 PM)
Berkley Key Risk Management
Primary Location
Business Services

Company Details



Key Risk, a member of Berkley Insurance Company, is a leading provider of workers compensation insurance products and services for employers throughout the eastern United States. With a sole focus on workers compensation, Key Risk works with Key Alliance agents, insurance clients, self-insured employers, and the injured workers they support to create solutions specific to their needs. Enriching each client's risk management strategies, Key Risk creates and executes comprehensive solutions proven to protect people, support business, and exceed expectations.


Committed to delivering better outcomes and industry leading service, Key Risk operates from headquarters in Greensboro, NC and through regional offices and territory-dedicated staff in the states of Pennsylvania, Maryland, Virginia, North Carolina, South Carolina, Tennessee, Alabama and Georgia. This regional approach provides agents and clients with the benefit of working with experts who have first-hand knowledge of the local workers compensation market.


Key Risk is committed to fostering a professional work environment for all its employees. Through an ongoing commitment to innovation, continuous improvement and education, Key Risk attracts and retains associates with a unique blend of workers compensation expertise and a passion for excellence. We are proud to have been recognized among Business Insurance's Best Places to Work in 2009, 2011, 2015, and most recently in 2017.


Click here to learn more about working at Key Risk.


The Client Experience Representative role focuses on the overall client experience at Key Risk and serves as a workers compensation client liaison. Through strategic planning and the development of target resources, this role is responsible for aligning services to meet the needs of both new and existing accounts. This position includes daily account management tasks focused on ensuring seamless and continuous support.


Primary responsibilities include providing employers and agents with ongoing communications on their workers compensation programs inclusive of claim correspondence, addressing service success/issues and maintaining appropriate documentation and account records. Actively participate in creating and supporting safety and risk management plans to maintain profitable client accounts and proactively apply business strategies to achieve department and corporate goals.


Principle Responsibilities

  • Participate in the client risk management process, identify and support opportunities to enhance client management of occupational risk.
  • Provide technical and business management support to Key Risk clients and business units with a focus on reducing incidents and total indemnity cost to improve workplace safety and health.
  • Virtual training and support, including required safety committee initial and renewal training.
  • Scheduling and meeting preparation assistance to Client Experience leadership team for necessary onsite client services and meetings Immediately notify management of large exposures and comply with reinsurance reporting requirement.
  • Provide risk analysis support to Key Risk Underwriting by evaluating the quality of risks and improving account performance. Develop and implement systems and processes that ensure compliance with Key Risk requirements and guidelines.
  • Monitor updates relative to safety and health laws and regulations. Support compliance with state regulations and annual filings.
  • Identify potential occupational risk elements and assist in development of alternative solutions.
  • Evaluate client progress to ensure expectations are being met.
  • Design practices, processes, and procedures that are effective, understandable and repeatable for client accounts.
  • Client Onboarding/Service Plan Management
    • Welcome Call / Orientation – schedule and conduct meaningful orientations with new policyholders
    • Provide claim reporting information and service plan for policy term
    • Address questions on PremiumSync/Billing setup
    • Introduction and training on the Client Portal
    • Provide support in policy setup to include department and location coding
    • Support renewal preparation through action items identified in the service plan
  • Account Management Responsibilities
    • Liaison with client's claims representative(s)
    • Provide claim reviews in alignment with insured service plan
    • Ensure panels are up-to-date (where applicable)
    • Manage VirtualMD+ utilization
    • Manage In-network Provider utilization
    • Promotes Transitional Duty programs
    • Leverage and promote additional resources for client program success
    • Maintaining client contract records

*This position may be a remote opportunity.


  • BS/BA Degree
  • 3+ years workers compensation claims experience
  • Proficient in Microsoft office applications
  • Detail orientated and committed to accuracy with a strong sense of urgency and ability to prioritize needs
  • Effective interpersonal and communication skills across various audiences
  • Demonstrated analytical thinking and decision-making skills

Additional Company Details

The Company is an equal employment opportunity employer.

Additional Requirements

COVID-19 vaccine required unless prohibited by law.


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