Onshore - Help Desk Support: Lead

Job Description: Technical Support Specialist (Injury Claims)

Company: USAA

Location: San Antonio Home Office I (SATHO) – Onsite

Type: Contract

Schedule: 40 Hours/Week (Standard Weekly Timesheet)

Role Summary

USAA is seeking a Technical Support Specialist to join the Claims Optimization - First Party Injury team. This role serves as a critical first-level IT support resource and the primary liaison for Medical Bill Audit (MBA) services. You will troubleshoot hardware/software issues while ensuring seamless communication between vendors, Injury Adjusters, and Claims Staff.

Key Responsibilities

• Technical Support: Provide first-level support via telephone, email, or chat. Resolve hardware, software, and voice/data communication issues.
• Medical Bill Audit Liaison: Act as the primary contact for MBA services. Manage daily user web access lists and communicate access changes to suppliers.
• Incident Management: Write concise service tickets, escalate complex calls, and pursue issues through to resolution using standard ticketing systems.
• Risk & Compliance: Identify and manage emerging risks stemming from business activities. Ensure all actions follow written risk and compliance policies and state regulations.
• Training & Optimization: Identify training needs and facilitate formal/informal MBA training for Injury Adjusters. Review reports to identify process efficiencies that improve the member and employee experience.
• Claims Support: Assist management with responding to complaint letters from Departments of Insurance, attorneys, and members regarding payments based on medical bill audit recommendations.

Required Skills & Qualifications

• Industry Experience: 1+ years of 1st-party injury medical claims adjusting or auto liability adjusting experience (handling complex multi-vehicle or total loss claims).
• Technical Proficiency: Broad knowledge of popular operating systems, desktop/laptop hardware, printers, and networks.
• Decision Making: Ability to evaluate, prioritize, and interpret complex data to make informed decisions in a fast-paced environment.
• Soft Skills: Demonstrated negotiation, conflict resolution, and high-level investigation skills.

Preferred Technology Tools

• GuideWire (Essential for claims management)
• Medflow (Essential for medical data workflow)
• Ticketing Systems (Standard IT support documentation)

Education & Experience Requirements

• Experience in Adjuster Desktop applications.
• Deep understanding of auto claims contracts, case law, and state-specific regulations.
• Proven ability to multitask and manage service level objectives (SLO).