Senior Process Engineer- P&C Insurance Operations

Senior Process Engineer- P&C Insurance Operations

Join to apply for the Senior Process Engineer- P&C Insurance Operations role at Pets Best Insurance Services, LLC

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach includes our own insurance carrier, insurance brands and partner brands. Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary

This role is responsible for documenting all current state critical business processes within operations in a Visio process flow chart, prioritizing and recommending process redesign for continuous improvement and will report to the Director, Operational Effectiveness.

Main Responsibilities

• Ensure critical processes in Customer Care (call center) and Claims are mapped (in Visio or comparable application)
• Overlay inventory flow data on process maps to identify volumes, queuing, idleness, not in good order rates, cycle times by process steps
• Recommend, implement, and monitor KPIs related to critical processes in Customer Care and Claims
• Maintain a list of prioritized process improvement ideas based on an impact / complexity framework
• Partner with senior business leaders and technology leads to write requirements and then implement projects to optimize processes
• Partner with senior business leaders and managers to create standard operating procedures and standard work documents
• Consult on claims automation initiatives
• Consult on chatbot design and deployment

Qualifications

Preferred Qualifications

Benefits

Seniority level

Employment type

Job function

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