Workers' Compensation Operations Supervisor

Seattle, Washington
$45.74 - $53.31 Hourly
Apr 21, 2021
Jun 20, 2021
Job #2021-00204
Job Type
Full Time

Seattle Human Resources endeavors to promote an equitable and engaging work environment so employees can do their best work and make a difference for the people and communities we serve. The Department is committed to the City of Seattle’s Race and Social Justice Initiative to end institutionalized racism by eliminating barriers to access, providing the staff and public with opportunities for growth, and developing equitable access to the programs and services we offer. The Department focuses on providing high quality services to all City employees and departments and work collaboratively with department leaders to align policies, practices, and programs citywide to fulfill the vision of equity and excellence.

 Within the department, the Workers’ Compensation unit serves the City’s workforce by providing claims administration and customer service for employees who have sustained work related injuries and illnesses. The unit consists of nine workers’ compensation professional staff who administer over $20M in claims each year. We are looking for a Workers’ Compensation Supervisor who will provide leadership, supervision, and direct the work of the claims adjudication staff of this energetic and evolving team.


On a day-to-day basis, you will oversee the claims administration staff of the City of Seattle’s self-insured and self-administered workers’ compensation program. You will be responsible for providing claims adjudication oversight, working directly with the team and stakeholders to achieve effective claim outcomes. You will support the team’s professional development through regular coaching and feedback, and develop their ability to proactively identify adjudicative issues and empower them to successfully resolve these issues. You will work directly to inform program priorities, deliver core services and process improvements, as well as develop programmatic strategy and planning efforts that are centered on racial and social justice principles and equitable outcomes. You will collaboratively to create business processes that support equitable claim adjudication practices citywide.

Your work will be broken into three major areas outlined below:
Technical Subject Matter Expertise:

  • Overseeing the claims management functions of the program to ensure timely, accurate, and effective handling of workers’ compensation claims. 
  • Making final decisions on escalated adjudicative issues, exercising settlement authority, and obtaining resolution to complicated issues. 
  • Collaborating with unit leadership in planning, coordinating, and implementing strategies, goals, and objectives for the unit. 
  • Providing subject matter expertise regarding City-wide policies and practices related to workers’ compensation.  

Supervision and Leadership:

  • Supervising and managing team member performance and unit relationships.
  • Conducting regular 1:1 meetings to provide feedback, coaching, and professional development support. 
  • Leading hiring processes and completing annual performance reviews.
  • Utilizing program metrics to set and communicate performance expectations. 
  • Promoting professional relationships with all customers.
  • Empowering team members to inform processes that center social justice and equitable outcomes through their work.  

Program Oversight and Continuous Improvement:

  • Using program data, you will partner with unit leadership to develop and use performance metrics to share unit effectiveness and efficiency results.  
  • Partnering as unit leaders to develop audits to evaluate key measurements of the program.
  • Collaborating with Compliance Advisor to analyze audit outcomes and assess training needs.
  • Creating, improving and monitoring adherence to standardized workflows and unit business processes.
  • Providing oversight authority on workers’ compensation program reserves.

 Your success in this role will depend on your: 
Ability to:

  • Promote and center racial and social equity in your work 
  • A commitment to listening, creating space for diverse perspectives, and the pursuit of inclusive and just outcomes must be at the center of your professional practice
  • Leverage your technical expertise and claims management and adjudication knowledge to provide effective feedback and direction to the team.
  • Demonstrate a deeply rooted commitment to providing excellent customer service.
  • Provide timely and clear communication to varying audiences.
  • Utilize critical thinking and strategic analysis in your problem-solving and decision-making.
  • Interpret industrial insurance rules, laws, and claim adjudication guidelines, as well as case law.

Experience in:

  • Washington State Workers’ compensation claims administration
  • Supervising staff and leading teams
  • Designing and implementing program metrics
  • Effectively supervising claims adjudication

Knowledge of:

  • Current best practices and industry standards
  • Industrial insurance rules, laws, and claim adjudication guidelines

Any of the below credentials:

  • Washington Workers’ Compensation Professional designation (WWCP)
  • Certified Claims Administrator (through Washington State L&I)


In addition to the skills and experience mentioned above, you will need to possess the below required qualifications:

  • Six years of experience in Workers’ Compensation claims management


  • An Associate Degree in Business or Public Administration, Legal, Medical, or a related field
  • Five years of experience in Workers’ Compensation claims management


  • A Bachelor’s Degree in Business or Public Administration, Legal, Medical, or a related field
  • Four years of progressively responsible experience in Workers’ Compensation claims management


Job offers are contingent on review of a background check of conviction and arrest records. In compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17 applicants will be provided an opportunity to explain or correct background information.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
 Along with your completed application, we request that you include a resume and cover letter. We encourage you to use your cover letter to discuss why you want to do this work, how you meet the position’s qualifications, and how this aligns with our business needs. Your resume should summarize the talent, experience, knowledge, and skills you bring to this work. 
This position is open to all candidates who meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, medical condition, or pregnancy. The Seattle Department of Human Resources encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences.