Claims Team Lead

Description This is a full-time, hybrid position based in the Fort Lauderdale, Florida area Make a Difference. Lead with Compassion. Excel Together. As a Claims Team Lead, you’ll support our growing Claims team by championing member support, coaching team members, and helping shape the future of claims operations. You’ll be a go-to expert, lead by example, and collaborate closely with the Claims Manager to uphold MASA’s white-glove service standards. Pay: $31.28 per hour Working Hours: Monday–Friday, 8:30 AM – 5:00 PM Work Environment: Hybrid. In-office days will be at MASA’s Corporate Offices at 1301 International Parkway, Sunrise, FL 33323 Reports To: Claims Manager FLSA Classification: Hourly/Non-Exempt ABOUT US MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com WHAT YOU WILL DO Deliver VIP Member Support : Guide your team in delivering a best-in-class experience via phone, email, and mail—resolving issues with empathy and precision. Coach & Develop Talent : Onboard new team members and provide ongoing coaching to improve performance, product knowledge, and member satisfaction. Lead with Accountability : Act as the first line of support for escalated concerns, ensuring timely and effective resolution. Hold team members accountable with empathy and clarity. Build Claims Expertise : Deepen your knowledge of the No Surprises Act (NSA) and Independent Dispute Resolution (IDR) processes. Support appeals and documentation. WHAT YOU BRING 3–5 years of experience in customer service, claims processing, or a related field 1+ year of team leadership or demonstrated expertise in MASA’s claims process High school diploma required; associate’s or higher preferred Strong communication, coaching, and analytical skills Claims Adjuster License (6-20 All Lines), or willingness to obtain within 90 days Comfort with CRM systems, Microsoft Office, Excel, and tools like SQL or Tableau WHAT WE WILL PROVIDE YOU Competitive salary and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership. A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t." An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success! #LI-RH1 #LI-HYBRID #corpjobs