Workers Comp Claims Specialist

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The Legal & Corporate Affairs team is responsible for safeguarding the company’s reputation, ensuring we are operating with integrity and in line with our strategic initiatives. The Legal team provides high-quality legal services, ensures legal compliance and mitigates risks. The Corporate Communications team works to execute strategic and effective communication efforts that drive brand awareness, preference and reputation with internal and external stakeholders.

In addition, the Corporate Social Responsibility & Belonging teams support the company’s environmental and social commitments with a strong focus on pets, people and the planet. The collective team supports the overall success and positive reputation of the company.

Collaborative Work Environment. At Pet Smart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

Position Summary:

The Workers’ Compensation Claims Specialist supports the Risk Management department by developing, executing, and overseeing workers’ compensation claims programs designed to identify loss trends, reduce claim frequency and severity, and drive positive claim outcomes. This role provides oversight of the Third-Party Administrator (TPA) and partners cross-functionally to ensure effective claims resolution, cost containment, and compliance with applicable regulations.

The position requires strong technical knowledge of workers’ compensation principles, regulations, and procedures, along with excellent interpersonal skills, sound judgment, time management, and discretion.

• Assist in directing the workers’ compensation claims management program, including TPAs and vendors, to ensure timely, quality claimant care and appropriate financial reserve practices.
• Monitor TPA and ancillary service provider performance to ensure contractual compliance and achievement of established service level agreements (SLAs), metrics, and performance expectations.
• Oversee the TPA Associate Claim Advocate to support an advocacy-based workers’ compensation program, including regular touch-base meetings, strategy discussions, and input into performance evaluations.

• Identify, evaluate, and assess the probability and severity of losses on claims at risk of adverse development.
• Analyze claim trends and provide findings and recommendations to Risk Leadership.
• Utilize TPA claims systems and RMIS platforms to develop dashboards, review and validate claim data, and maintain accurate claim reporting.

• Manage the full Transitional Duty program and provide strategic recommendations for the Return-to-Work program.
• Support Stores and Distribution Centers with workers’ compensation-related questions and activities.
• Collaborate with field leadership to ensure consistent application of Transitional Duty guidelines and monitor associate progress and compliance.
• Authorize claim settlements and reserve increases within assigned authority levels.
• Support the development, implementation, and monitoring of cost-containment strategies to prevent and minimize losses.
• Travel required for approximately five business trips annually for claim reviews and conferences.

• Partner with Risk Management, Human Resources, and Safety/Loss Prevention teams to ensure alignment on workers’ compensation activities.
• Collaborate with the Senior Claims Manager and TPA to provide internal training and guidance on best practices, state law compliance, and program updates.
• Confirm and communicate approved medical provider networks and provide associate training as needed.

• Excellent written and verbal communication skills.
• High level of discretion and ability to…