Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice.

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here; it is an all-hands-on-deck, cross-functional, collaborative effort where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

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Job Description

We are seeking a dynamic and engaging Claims Learning and Performance Specialist to join our team at Fetch Pet Insurance. As a Learning and Performance Specialist, you will play a crucial role in ensuring our team of claim adjusters are well-trained, knowledgeable, and equipped to provide timely and accurate claim adjudication. In conjunction with existing training materials, you will develop and implement training and quality assurance programs that empower our claim adjusters to effectively and efficiently assess, process, and manage claims.

Responsibilities

• In coordination with the Associate Director, develop and maintain comprehensive training programs for new and existing claim adjusters, ensuring they are proficient in all aspects of pet insurance claims processing and policy coverage.
• Collaborate with the claims management team to identify training needs and continuously enhance the training curriculum to keep pace with industry trends, policy changes, and best practices.
• Create engaging and interactive training materials, including presentations, eLearning modules, and case studies, to facilitate effective learning and knowledge retention.
• Conduct virtual training sessions, workshops, and seminars for claim adjusters, focusing on medical history reviews, claims assessment, coverage interpretation, and compliance with company policies and regulations.
• Monitor and evaluate the progress of team members through assessments, quizzes, and practical exercises, adjusting training strategies as needed to address learning gaps.
• Conduct quality evaluations and deliver results to Claims Managers, and develop action plans for success.
• Collaborate with cross-functional teams, including customer service, underwriting, and insurance, to ensure continuity and accuracy in claims processing procedures and information.
• Stay updated on industry trends, pet healthcare developments, and emerging technologies related to claims processing, and incorporate this knowledge into training content.
• Participate in regular meetings with the claims leadership team to discuss training effectiveness, adjuster performance, and potential areas for improvement.
• Assist in onboarding new claim adjusters, ensuring a seamless transition into their roles, and fostering a positive and supportive work environment.
• Write, edit, and manage SOPs (Standard Operating Procedures) to ensure all critical claims adjuster documentation is up-to-date.
• During lulls, when training is not needed, stay up to date on the Claims Adjuster experience by assessing claims.

Qualifications

• - 5+ years of veterinary technician experience.
• 3+ years of claim adjusting in the pet health insurance industry, with a strong understanding of claims processing and policy coverage.
• Experience in designing, delivering, and assessing training programs for adult learners, preferably in a claims-related context, is a plus.
• Exceptional communication and presentation skills, with the ability to convey complex information in an understandable and engaging manner.
• Strong interpersonal skills and the ability to work collaboratively with diverse teams and personalities.
• Detail-oriented mindset with excellent organizational and time management abilities.
• Proficiency in using Google Suite, TalentLMS, Articulate360, and Document360 to create interactive and impactful training materials.
• Dedication to staying current with industry developments and a commitment to continuous learning.
• Passion for pets and a genuine interest in promoting responsible pet ownership and healthcare.

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:

• 401k matching
• Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday
• One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
• Educational Assistance Programs
• Department incentive perks
• Fetch Pet Insurance discount - 50% off, up to $1000 savings/year

If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs.

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada) and we currently provide security to over 360,000 pet parents.

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.