Nationwide Supervisor, Claims - Pet in Columbus, Ohio

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

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JOB SUMMARY: Responsible for managing daily activities including workload distribution, staff allocation to workload, claim production (Quantity and Quality), supervisory payment approval. Provides administrative leadership and technical guidance for team members. Ensures team claims processes are in accordance with corporate and state directives.

Job Description

RELATIONSHIP: Reports to Manager / Director; Direct Reports: VPI Claims Specialist and support staff


  1. Supervises, coordinates and provides leadership to claims associates. Ensures all highly complex claims are addressed and resolved in a timely manner and within standards/guidelines. Interacts with other internal/external personnel as necessary to achieve objectives.

  2. Assigns work, monitors, evaluates, recommends, and implements changes/improvements to existing processing procedures; establishes standards, specifications, and methods and recommends equipment usage as requested/assigned.

  3. Communicates with policyholders regarding claims processes/procedures as needed.

  4. Analyzes results of file audits with Claims Quality Assurance and assists with implementation of improvement action plans.

  5. Assists departmental management in the development of the departmental budget; is held accountable for performance against individual unit/team budget.

  6. Communicates with management ensure consistent operations across the Company as well as to ensure a common voice to the Department on various matters.

  7. Responsible for the management of associates including: performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.

  8. Performs other duties as assigned.


Education: Undergraduate degree in Biology, Zoology or related Animal Science field is preferred.

Experience: Typically six years veterinary claims handling experience or equivalent training and experience as a veterinary technician/assistant in a veterinary hospital is preferred. Supervisory / lead experience is preferred.

Knowledge: This position requires a high level of understanding of veterinary practices and treatment. The individual must be able to demonstrate proficient understanding and use of VPI’s insurance policies, riders/endorsements and claims processing programs.

Skills/Competencies: Proven ability to meet customer needs and provide service by informing customers of the claims process and ensuring a positive customer experience. Written and verbal communication skills for contact with policyholders, claimants, physicians, medical staff, etc. Ability to analyze problem situations, make recommendations, and coordinate implementation/resolution activities. Ability to be flexible and adaptable to changing situations. Ability to supervise/lead, train, and counsel employees in all aspects of business activities. Ability to operate personal computer and software for claims-related and other business applications.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above minimum job requirements must be approved by: VPI Leadership and Human Resources


Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Job Evaluation Activity: Created VPI Integration 12/7/12 EMT

Additional Job Description


Job ID: 51094