For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.
We are excited to announce an opportunity to join our nursing services team as a Manager Medical Strategy. This full‑time, exempt position offers the flexibility of working remotely while contributing to a high‑impact, growing team.
Position Overview: Responsible for daily oversight and management of unit of in-house nurse consultants with potential multi-line responsibilities. Build and maintain a highly engaged workforce to achieve the key business strategies and results of the organization through effective consultation with front line claims management. Ensure that the unit is providing adjusters, managers, and/or attorneys with the appropriate level of expert medical strategy support through medical analysis using Evidenced Based Medical guidelines, medical-legal mitigation support on more complex claims and/or education. Demonstrate the knowledge and skills to deliver effective performance management, communication, relationship building, decision making, and customer service. Responsible for assessing the present and future resource needs for employees and provide the leadership, mentoring and guidance necessary to build and sustain a high performing workforce. Assists in coaching/mentoring, organizing tasks, leading projects, and measuring performance that extends beyond the direct unit.
Responsibilities/Essential Functions:
- Direct day to day unit operations which include tracking measures, analyzing reports, and reinforcing goals.
- Accountable for monitoring and assessing employee performance through quality focused reviews, file reviews, ad hoc reports, and other methods. Provide feedback and coaching and take appropriate action.
- Solicit and act on internal customer feedback on escalated claims.
- Track and monitor customer surveys to ensure employees are providing exceptional service.
- Monitor and control expenses related to nursing activities.
- Manage according to established expectations, guiding principles, and jurisdictional requirements.
- Foster an environment that promotes continuous improvement initiatives and best practices which result in cost effective enhancements in quality and service.
- Supports effective utilization of nursing programs and vendor products. Ensure that the level of performance meets the expectations of the nursing function.
- Ensure vendor performance on claims is delivered according to established service level agreements; resolve issues and identified gaps.
- Oversee onboarding and training new hires.
- Support educational needs of the field in collaboration with Learning and Development on nursing products and services, medical knowledge, and clinical/evidence based medical guidelines, where appropriate.
- Work collaboratively with managers in various lines of business and legal support.
- Builds positive relationships with peers and leadership to accomplish organizational goals
- Identify key issues and communicate to the proper audience in an appropriate and timely manner.
- Act as an expert resource for direct reports, other teams, business units and claims leadership.
- May lead and/or participate in initiatives that support claims strategies and financial goals.
Talent/Performance Management
- Responsible for monitoring volume and business plans, make timely staffing recommendations within established models and participate in identifying the ideal candidate.
- Responsible to identify and provide developmental opportunities through coaching, training and mentoring.
- Work with employees on performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures.
- Responsible for salary administration recommendations that are directly linked to individual performance.
- Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives.
Required Skills, Experience & Competencies
- Registered Nurse (RN) with 5+ years of clinical experience in an acute or ambulatory healthcare setting
- Demonstrated strong leadership acumen
- Ability to lead teams of nurses to achieve success through quality outcomes, productivity, regulatory compliance, and continuous improvement
- Ability to provide technical medical guidance and direction related to claims and injury management
- Proven ability to execute new initiatives with measurable and sustainable outcomes
- Effective problem‑solving skills; anticipates issues, analyzes information collaboratively, and takes ownership through resolution
- Strong customer‑focused mindset with proactive partnership across Lines of Business
- Ability to multi‑task and reprioritize in a fast‑paced environment
- Effectively and creatively utilizes resources (systems, people, data) to manage daily operations
- Strong people management skills, including coaching, motivating staff, and serving as a role model for relationship‑based leadership
- Possess advanced claims and medical technical knowledge with the ability to teach and influence others
- Excellent communication skills; able to communicate frequently, clearly, and concisely across audiences
- Ability to understand and articulate claims operations in a manner that drives team performance and results
- Proficient in Microsoft 365 (Office 360) suite, including PowerPoint for presentations
Preferred Skills & Experience
- Law degree (JD) preferred but not required, or equivalent experience in personal injury law or personal injury claims management
- Prior management experience leading clinical or claims‑adjacent teams
- Experience partnering closely with claims, legal, and medical management stakeholders in a liability environment
CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:
- Medical, dental, vision, life, and disability insurance
- 401K with a company match
- Tuition reimbursement
- PTO
- Company paid holidays
- Flexible work arrangements
- Cultural Awareness Day in support of IDE
- On-site medical/wellness center (Worcester only)
- Click here for the full list of Benefits
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:[email protected] and include the link of the job posting in which you are interested.
Privacy Policy:
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Compensation:
The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.