At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

A day in the life of an Inside Adjuster Analyst II, and what it takes to do the job!

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

The Medicare Adjuster role supports the Medicare Mail Adjusting Team, and is responsible for handling the medical portion of auto accident claims under personal injury protection (PIP) and/or medical payment benefits (and some liability claims), where policy limits or company exposure are limited. The adjuster determines coverage, assesses medical claims and bills, investigates potential fraud, explains coverage, and follows up on ongoing treatments.

The role typically involves handling minor to moderate claims independently, with occasional guidance on more complex cases. The adjuster applies best practice processes to Medicare mail handling, lien resolution, and related correspondence involving Medicare, Medicare Advantage Plans, Medicaid, and other entities. Responsibilities also include verifying policy coverage and limits, determining reserves, and resolving eligible claims. The position involves managing Medicare lien letters, open debt cases, and participating in special projects related to governmental lien resolution.

The adjuster is expected to maintain and update Medicare Section 111 Electronic Reporting and contribute to continuous improvement of Medicare processes. This individual works independently, prioritizes responsibilities, manages workload, and consistently meets performance, quality, and customer service goals, delivering compassionate service that is fast, fair, and easy to ensure customer retention.

Candidates should be comfortable with the possibility of phone communication as part of their duties.

**Candidates for this role must reside in the United States. This position is not available to residents of California, Washington, Alaska, Hawaii and Puerto Rico.

Key Responsibilities

Customer Service:

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met.
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans.
• Researches and responds to moderately complex customer communications, concerns, conflicts or issues particular to Medicare/Medicaid and other Secondary Payers.

File Documentation and Reporting:

• Summarizes documents and enters into claim system notes.
• Documents a claim file with notes, evaluations and decision making process.
• Issues payments as determined to reimburse Medicare, its agents and entities, Medicare Advantage Organizations, and Medicaid.

Medical Management:

• Assesses medical/physical condition and prior injuries of claimant, and obtains and analyzes medical bills, and other related claims to determine reasonableness of charges and relation of injuries to accident, and to ensure compliance with fee schedules, and detect duplicate billing.
• Conducts first party file processing/fact gathering, including interviewing claimant, witnesses, medical providers, etc.
• Evaluates medical records and treatment plan of claimant and determines if continued treatment is reasonable.
• Reviews results of IME (Independent Medical Examination).
• Investigates, reviews, and accepts or rejects basic or occasionally moderately complex coverage and other potential coverage; and investigates coverage denial questions.
• Determines appropriate benefit for basic and occasionally moderately complex claims, including resolution of basic and occasionally moderately complex usual and customary billings.
• Handles specialized claims in moderate to complex situations.
• Issue payments as determined to reimburse Medicare, its agents and entities, Medicare Advantage Organizations, and Medicaid.

Medicare Lien Handling:

• Reviews correspondence or other lien information and determines the most appropriate course of action to take in response. This includes:
  • Assessing the claim file and other available information sources to determine the best course of action.
  • Identifying when additional information or evidence to support a decision is needed and creates a plan to obtain that information.
  • Issuing Payment when appropriate.
  • Disputing/Appealing when appropriate.
• Handling specialized projects or liens that may or may not be received by physical mail.
• Follows established standard processes and protocols.
• Provides feedback to leader for continuous process improvement.
• Follows strong file documentation requirements which clearly demonstrate the decision making process.
• As needed, review and analyze generally complex data relative to Medicare controls and reporting.
• Identifies when Section 111 Medicare reporting updates are needed.
• Identifies when unique circumstances in a claim or situation may require additional input or approach and raises that situation to the appropriate design team members for approval.

Preferred Qualifications:

• Experience with Medicare correspondence and lien handling practices.
• Familiarity with Medicare regulations and the CMS User Guide.
• Knowledge of insurance policies, coverage, and relevant regulations.
• Understanding of claims processes, policies, procedures, systems, liability, damage estimating, settlement practices, and legal compliance standards.
• Ability to investigate and evaluate basic to moderately complex claims.
• Capable of making independent decisions within established authority limits.
• Experience handling offsets and Open Debt Reports.
• Intermediate-level proficiency with the Medicare Portal.
• Strong interpersonal skills with the ability to interact effectively and empathetically with internal and external customers.

Notice of Licensing Requirement:

• As a condition of employment, your office/area may require you to obtain an adjuster and/or an appraiser license which includes passing an additional background check with the Department of Labor. If applicable, you will be required to secure license(s) within 60 days of hire.

#LI-DL1

Skills

Analytical Decision Making, Business Communications, Critical Thinking, Customer Satisfaction, Information Collection, Medicare, Medicare Claims, Next-Generation Network (NGN), Time Management

Compensation

Compensation offered for this role is $55,000.00 - 78,000 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.