Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Candidates for this position will be responsible for the analysis of quality reviews (claims and calls), claims contributions, overall performance, and continued development plans for team members of all levels. This position will also be tasked with reviewing claim questions, sensitive situations, exceptions, and claim authorizations as well as providing assistance to team members as applicable. The ideal candidate will place emphasis on Trupanion’s values and behavioral characteristics, helping team members to live our culture every day.  In addition to supporting high volume (Fast Track Claims) and medically complex (Claims Specialists) team members striving to provide a delightful member experience, Assistant Team Managers are expected to contribute to the following: 

• Projects which assist the department/company in growth through efficiency increase and supporting Trupanion’s goals.
• Claims processing as the need arises based on seasonality and incoming volume of work.
• Cross-collaboration with other departments and peers.

Candidates for this position have the option to work in our Seattle office or work remotely from their home office anywhere in the United States after completing required training at our Seattle headquarters.

Key Responsibilities Include:

• Claims contributions/service level (daily/weekly/monthly based on needs and preference)
• Quality review (claims and phone calls, as metrics become available or on an ad hoc basis)
• Performance reviews and strategy development with team members
• Review and investigation of higher sensitivity policies from both internal and external sources
• Ensure senior team members are supported and performing to expectations, ongoing development
• Participation in hiring/interviews/onboarding of team members, separation as needed
• On-call when needed for overnight/weekend/holiday for critical claim coverage to support team members who support our members outside of traditional working hours
• Flexibility in schedule to meet team members’ needs across all teams
• Project management, including problem/solution identification, resource gathering/allocation, data collection for impact analysis (not specific to direct team roles), timeline development, the achievement of benchmarks, change management, results measurement, others as needed

Decision Making Authority:

Candidates will be responsible for making leadership authorizations on claimed conditions, approvals of timecards, and calculation and reporting of bonuses, as well as other responsibilities as required to help foster positive business relationships and team member fulfillment.

Leadership of Others:

• Confidence building through coaching and review of claims scenarios with team members
• One to one meetings at regular intervals (both scheduling and hosting) with all team members
• Schedule adherence, approval/denial of items in the payroll system, payroll approval, and review of department impact of PTO to ensure adequate coverage for all claim scenarios and volumes
• Ensuring team members are fully present and bringing their very best to Trupanion each day
• Working together to increase satisfaction and fulfillment in life experiences, both personal and professional
• Discussing future career endeavors, both within and outside of Trupanion, based on strengths, passion, and interest
• Scheduling and facilitation of training across the department

Qualifications

Please include a cover letter, applications without a cover letter will not be considered

Education, Registration & Certification:

• High School Diploma or equivalent
• Strong preference will be given to candidates with five or more years in a clinic environment and/or licensed technician credentials

Experience: 

• Minimum of three years working in a veterinary clinic environment
• Minimum of one year of experience providing customer service over the phone
• Past or current mentorship/leadership experience or ability to demonstrate long-term successful coaching though not in a formal leadership role

Skills, Knowledge & Abilities:

• Experience with supporting a team of six or more
• Strong passion for inspiring, coaching and supporting a team through continuous change
• Exceptional understanding of veterinary medical terminology and medical conditions
• Excellent typing and 10-key skills
• High proficiency with Microsoft Office applications and PC
• Self-disciplined
• Collaborative, open-minded, curious, genuine
• Highly adaptable work ethic
• Effective communicator and listener
• Must be meeting expectations in current role for minimum 3 months prior to posting going live

Benefits and Perks: 

• Bonus opportunities
• Full medical, dental and vision benefits at no cost to the employee
• Four weeks paid time off
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, pet-friendly and fun office environment
• Free dog walking services for office pets during business hours
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym

About Trupanion: 

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

Things We Value

• Caring: We care about each other.
• Adhocracy: An adhocracy is intentionally ‘adhoc’ instead of bureaucratic. Adhocracies value the ability to adapt quickly, flexibility and employee empowerment.
• Trusting: We trust one another with information
• Sincere: We do what we say and say what we mean.
• Devoted: We love pets.
• Original: We are innovative and fair.
• Genuine: We are free to express our true selves.
• Simple: Simple is better.

For more information about Trupanion, visit http://trupanion.com/about 

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.