Role: Claims Quality Control Manager

Location:  Austin, TX

Reports To: Director of Program Review

Hippo is modernizing the home insurance industry by putting customers at the center of everything we do, from the coverage we offer to the customer service we provide. Hippo’s true ambition lies in helping people protect their homes to begin with by leveraging technology and data to help find small issues before they become big headaches. Because, at the end of the day, the best home insurance policy is the one you never have to use. 

Hippo treats its team members with the same level of dedication and care as we do our customers. Our CEO, Assaf Wand, views this company as an opportunity to care for one another like a family, which is why we’re fortunate to provide all of our Hippos with:

• Healthy Hippos Benefits- 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). 
• Flexible Paid Time Off
• Little Hippos Program- We reimburse our team members up to $25k for adoption costs and up to $50k for infertility treatments. Plus, we offer 12 weeks parental leave for primary caregivers and 6 weeks for secondary caregivers. 

About This Role

We’re seeking an experienced Claims Quality Control Manager to join our team based in Austin, Texas and reporting to our Director of Program Review. This role will develop and implement program review standards for claims quality, consistency, and compliance. Then, in partnership with key internal claims and business stakeholders evaluate business processes and internal controls to identify gaps and risks. The person would work with claims to quickly develop a robust set of rules, procedures and best practices for end-to-end claims handling, while reinforcing our best-in-class customer service. You will provide feedback to ensure compliance is maintained, and implement continuous training and knowledge sharing relating to claims best practices and risk identification and mitigation. Audits will assist in optimizing each program and individual adjuster’s level of review and overall performance, and provide the foundation and support to make sure department goals are consistently met.

About You 

• Team player who enjoys helping and developing others
• Overachiever who is driven to exceed expectations
• Effective communicator with all levels of an organization
• Enthusiastic about working for a company focused on disrupting the norm
• Critical Thinker, has the ability to recognize irregularities and prevent fraud
• Comfortable performing regular internal audits and risk assessments to identify and correct non-compliant areas

Responsibilities

• Create an ongoing audit process
• Conduct end-to-end review for claims
• Perform claims audits of best practices of nonaffiliated programs of the Company
• Review adherence to Hippo’s Claims and Estimating Guidelines and legal compliance
• Identify/verify
• Coding and math errors
• Claims Leakage 
• Fraud detection
• Prepare necessary reports with detailed documentation and citations to substantiate findings and corrective action plans
• Provide internal management and external programs with clear and actionable recommendations for process improvements and adjustments
• Develop and implement quality and compliance standards
• Facilitate compliance related matters such as market conduct exams, and other requirements typical in a claims department
• Train staff on regulatory and claim compliance, including remedial training in response to gap analysis

Requirements

• 10+ years successful handling of claims including advanced skills in coverage analysis, investigation, litigation management, negotiation, damage evaluation, customer service, vendor management, fraud detection and, salvage and subrogation
• Exceptional business judgment with the ability to create sound frameworks to driving decisions and organizational alignment
• Knowledge of and adherence to, the state laws and regulations governing the handling of property and casualty claims throughout the United States
• Management/Supervisory experience is a plus
• Excellent time management and organizational skills
• Prior auditing experience
• Ability to quickly understand and utilize existing and future claims handling systems.
• Knowledge of best practice claims workflow as well as compliance guidelines
• Effective research and problem-solving skills, and the ability to multitask
• Has excellent communication skills and attention to detail

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion. 

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.