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STD Unit Leader

Date Posted: Aug 10, 2019

Location: Tampa, FL, US, 33647

Company: MetLife

Job Location: United States: Tampa: Florida

Role Value Proposition: 

    • Ensures that the team achieves or exceeds its business objectives in the areas of Claim Management Accuracy, Customer Centricity and Expense Management. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that team has the knowledge, skills, and tools to be successful and provides support as appropriate.
      Key Responsibilities: 
    • Clearly articulate the vision of success, how each role, and individual contributes to that vision, and the specific expectations for each role and individual
    • Supports and guides assigned team member to ensure that they have the knowledge and skills, tools, and resources to be successful in achieving those expectations
    • Removes barriers to the success of the team or the individual
    • Identifies barriers and escalates to senior leaders in the organization as appropriate along with recommended solutions
    • Holds team accountable and provides positive reinforcement to team members that is directly linked to their behaviors and performance objectives
    • Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole
    • Interacts effectively with claimants and internal/external customers, to understand and service their needs while addressing service issues swiftly
    • Drives Claim Management Accuracy and Customer Centricity through support of the Pre-QA Program , claim file reviews and call monitoring auditing claim file reviews to identify improvement opportunities, skillset gaps, trends for quality, service and/or compliance
    • Facilitates daily team huddles and access Demand/Capacity
    • Analyzes data and implements strategies to address root causes of the gaps and monitor strategies
    • Identifies and implements strategies to enhance claim management and customer centricity effectiveness and efficiency of their team:
    • Effectively managing team to provide a high-level of service to the claimant, including delivering on commitments, timely return of phone calls, clear communication, accuracy of decisions and financial accuracy
    • Ensures team applies all appropriate provisions of the disability contract to ensure that MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage and support return to work through a variety of programs and methodologies.
    • Accountable for team Financial accuracy of coding Claims System including accurate claim Benefit Amount/Salary and appropriately investigates other income/offsets in accordance with Customer’s plan/policy
    • Ensures team accurately sets up and administers applicable State claims based on Customer’s plan provisions and MetLife administration
    • Responsible for ensuring team initiates Overpayment recovery timely and referral to the MetLife Overpayment Unit within 5 business days from the date the claim was referred to the Overpayment Unit.


    • Accountable for managing Operational Efficiency goals:
      • Overall Quality – STD/FMLA Concurrent where applicable                    98%
      • FMLA Compliance – Eligibility Notification and Rights Package           100%
      • Aged Inventory  within 5 days                                                97%    
      • Suspended Claims Volume                                                         <13%
      • Pended Volume                                                                      10-15%
      • Customer and Office Level Performance Guarantee                             100% 
    • Demonstrate Service Delivery and Customer Satisfaction goals:
      • Net Promoter Score                                                        47
      • Claimant Satisfaction Survey                                                         95%
      • STD Decisional Timeliness 10 Business Days                            90%
      • Call Compliance within Timeframe                                             98%
    • Demonstrate Employee Engagement
      • MyLearning Required Course Compliance                             100%  
      • Overall Engagement/Associate Survey Participation Rate                 100%

Essential Business Experience and Technical Skills:



  • A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
  • Strong communication skills, including the ability to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the claim.
  • Basic knowledge of medical conditions, treatments, prognosis
  • Critical-thinking skills
  • Ability to give and receive  feedback to/from partners
  • Strategic-thinking skills and the ability to apply judgment and decision-making based on strategy
  • Prioritization skills. Ability to balance quantity and quality.
  • Ability to Partner with Internal/External Customers



  • Associate Degree
  • 2  plus years of claims management experience preferably in Healthcare field
  • 5 plus years of Management
  • Proficient in Microsoft Word/Excel


Key Competencies, Qualifications and Skills, Preferred:

  • Prior STD and/or Family Medical Leave Act claims knowledge preferred.
  • Strong communication skills, both written and oral.
  • Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.
  • Strong problem solving and analytical skills.
  • Ability to work independently
  • Ability to multitask, comfortable working with multiple priorities in a changing environment.
  • Ability to prioritize and maintain quality



“At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 110420 

Nearest Major Market: Tampa