Case Administrator, NYSI

American Arbitration Association - New York, NY

The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, is seeking a Case Administrator to serve as a contributing member in the AAA’s New York State Insurance Case Management Center (NYSI CMC), which will be primarily responsible for providing administrative support on arbitration cases in accordance with the rules and procedures of the AAA and applicable law; communicates effectively and responds to inquiries in a timely, courteous manner; assists managers with informing and educating clients on ADR processes; and applies advanced understanding of AAA rules in administering arbitration cases. This position is located in New York, NY.

Named as one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives, and our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, and vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid time-off benefits.

The ideal candidate will possess a broad administrative skill set including general corporate, not for profit, or other organizational experience, with a demonstrated ability to interact and work with individuals at all levels internally and externally. Primary responsibilities include the following:

Works with documents received from internal and external parties such as uploading and reviewing documents, and entry of data, records, logs, reports and correspondence.
Provides information regarding procedural, billing and case status questions.
Reviews stipulations, court orders, insurance policies, and other legal documents; disseminates correspondence, and updates case status and schedules hearings.
Reviews submission packages from the parties for accuracy and quality (table of contents, chronological order, tabulated); transmits submissions and other documents to the arbitrators.
Initiates and maintains an efficient flow of information; processes arbitrators’ dispositions and adjournment requests; manages arbitrator’s calendar; responds to inquiries related to SUM arbitration cases; monitors and follows up to ensure cases are submitted; arranges phone conferences to ensure timely transmittal of case related correspondence.
Develops and sustains client relationships; communicates customer feedback and critique to immediate supervisor; makes suggestions for improvement to supervisor.
Anticipates, troubleshoots and resolves problems; weighs the importance of every issue and ensures that unresolved/complex issues are escalated to the appropriate supervisor.
Determines and assigns medical professionals per request of Arbitrator to review independent medical exams provided by both parties.
Communicates AAA policies and procedures to parties; understands, interprets and evaluates specific case issues based on regulatory information; and complies with established operating procedures and NYSDFS regulations while keeping abreast of applicable rules, regulations, and protocols; maintains confidentiality in handling sensitive customer information; consults with immediate supervisor for guidance to ensure quality and consistency standards.
Ensures correct identification and categorization of documents, entry of data, logs, reports and correspondence. Completes assigned tasks in online case management system, which includes but is not limited to capturing settlement agreements, inputting billing and check requests, reviewing the case financials, review and send awards, processing withdrawals, processing telephonic requests, reviewing messages, processing technical corrections, abeyance requests, and answering party and arbitrator inquiries.
Education & Experience: Associate’s degree in business or related discipline; three years of relevant work experience (e.g. -customer service, medical/liability insurance, case administration, legal environment); or an equivalent combination of education and work experience.

Language Skills: Ability to read and interpret documents such as legal files, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, attorneys, arbitrators, mediators and employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, financial/fee schedules, data charts and graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Technical Skills: Intermediate proficiency with Microsoft Excel, Word, and web-based case management systems.