[Hiring] Professional Liability Claims Consultant @The Hanover Insurance Group

Role Description

We are excited to announce an opportunity to join our healthcare claims team as a Professional Liability Claims Consultant. This full-time, exempt position offers the flexibility of working remotely while contributing to a high-impact, collaborative team.

The Claims Consultant role is a senior-level claims position responsible for the full lifecycle management of highly complex and high-value medical professional liability claims. This includes:

• Investigation, evaluation, negotiation, and resolution of claims.
• Handling claims that represent the company’s largest damage exposures.
• Managing intricate coverage issues.

Specialized claims handled in this role primarily focus on:

• Elder care facilities
• Medical negligence
• Additional medical malpractice

In this role you will:

• Independently lead investigations and manage the full lifecycle of highly complex, sensitive, and specialized claims.
• Analyze coverage, liability, and financial exposure; develop tailored resolution strategies and negotiate high-value or contested claims.
• Set activities, reserves, and authorize payments within high authority limits; manage litigation budgets and direct counsel payouts.
• Coordinate with internal and external experts (e.g., forensic analysts, underwriters, legal counsel, contractors) to ensure thorough evaluations and resolution.
• Identify and pursue risk transfer opportunities; manage suspicious claims and refer to Special Investigation Unit as needed.
• Ensure compliance across jurisdictions including licensing, forms, deadlines, and accounting; maintain accurate and complete claim records.
• Protect personally identifiable information (PII) and promote best practices across the team.
• Represent the company in litigation, mediations, settlement conferences, and arbitrations; provide large loss and reinsurance reporting to underwriting.
• Lead cross-functional meetings and collaborate with underwriting, agents, vendors, and legal teams to drive consensus and resolve claims.
• Identify coverage gaps and partner with product management to enhance offerings.
• Lead quality initiatives to streamline workflows; use data tools to analyze trends and correct inconsistencies.
• Maintain strong time and desk management skills; prepare reports and contribute to special projects.
• Attend industry events and continuing education seminars to stay current on best practices.
• Tailor communication strategies for specialized claims and maintain regular updates with leadership.
• Build and maintain strong relationships with customers and stakeholders.

Qualifications

• Bachelor’s degree preferred; equivalent experience accepted, with 8+ years of relevant work experience required.
• JD preferred or equivalent legal/claims experience.
• Industry designations (e.g., CPCU, AIC) strongly preferred.
• Extensive experience handling highly complex, high-value claims with significant legal, financial, and reputational exposure.
• Recognized authority in negotiation and resolution of complex claims; able to shape best practices and influence outcomes.
• Demonstrated expertise in analyzing policy coverage, legal liability, and regulatory frameworks across jurisdictions.
• Proven ability to manage litigation strategy, direct counsel, and represent the company in trials, mediations, and arbitrations.
• Experience mentoring others and contributing to the development of investigative techniques, compliance protocols, and claims handling standards.
• Strong written and verbal communication skills; able to simplify complex information and handle sensitive issues with professionalism.
• Skilled in selecting appropriate communication channels and demonstrating empathy across diverse stakeholder groups.
• Ability to draft clear, factual, and objective work product without opinion.
• Highly organized with proven ability to manage complex workflows, projects, and competing priorities.
• Demonstrated time management and organizational skills; able to coach others in these areas.
• Deep understanding of insurance principles, coverage interpretation, and jurisdictional requirements.
• Strategic thinker with sound judgment; able to make informed decisions independently and assess financial implications.
• Expert in identifying and mitigating legal, regulatory, and reputational risks.
• Recognized for developing empathetic customer service strategies and delivering exceptional service.

Requirements

• Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
• Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
• Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information; understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
• Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
• Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
• Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.

Benefits

• 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)