This position is located in Lansing, MI. Hybrid Remote Effectively supervises the day-to-day work and team performance of the Non-Exempt Medical Only Claim Specialists to ensure the goals and customer service expectations are met. Acts as a direct supervisor for non-exempt claim professionals handling assigned claims. Responsible to supervise all aspects of this team and work with other departments as it relates to process, workflows, and continuous improvement opportunities which may cross departments. Identify ways to continuously improve claim process and workflows. Objectively evaluate opportunities against objective results or historically reports to support changes. Works with managers and employees to identify methods of improving employee performance and closing performance gaps. Responsible to work with peer Supervisors and Claim Management team to ensure all training is coordinated and delivered in a timely manner. Must know all training materials and have ability to deliver these materials with limited notice. Must be able to recommend training tools/formats to management team and create reviews or reports to ensure training supports positive change in execution or results. RESPONSIBILITIES/TASKS: Organizational Development and Design * Serve as a coach, removing operational barriers that result in employees not achieving the operational objectives. * Ensure team meetings are routinely scheduled to discuss customer service, performance results, operational issues, and provide all team members the opportunity to explore alternative approaches to exceed the current performance levels. * Provide opportunities for and encourage professional growth of individual team members. * Effectively develop, prioritize and implement project plans as assigned by management. * Research opportunity causes and make recommendations. * Responsibility for balancing workload to optimize the effectiveness of the department. * Works with peers to establish new hire training delivery agenda and execution of all training needs within the AFICA claims department. * Works with peers to develop feedback loop with those trained and their direct managers to constantly improve training material and delivery. * Work with claims management team to identify opportunities in the initial tiering and reassignment of claims. * Work with staff to prepare them for additional work assignments such as handling limited lost time assignments or new jurisdictions. * Monitor all aspects of team for compliance with all state jurisdictional requirements, such as license, forms, payment time frames, and other specific requirements on claims handled. * Completes all required reviews/audits of claims timely and presents to individual staff members in appropriate format as outlined in Union contract. * Completes all performance assessments evaluations and reviews in compliance with agreed upon Union contract. * Understands Union contract and works with HR on any issues that may not be covered in the contract. * Executes plan to have coverage for any team member who is away from the office more than one day and implementation of standard plan for away greater than 5 days to cover all aspects of individuals desks. Change Management * Provides change management and transitional consulting services, which may include assessment of the current or future change initiative, consultation re-design and implementation of change and transition process, and training. * Develops change management initiatives designed to build a culture of innovation and inclusion. * Develops strategic plan to have staff trained, licensed, and ready to handle claims in other states to provide backup to others, or to allow for support of expansion into new jurisdictions. Learning and Development * Designs/develops training agenda and plans. * Conducts job/task analysis/assessment of employee and position learning needs in collaboration with managers and others. * Measures and evaluates training ou