Program Administrator

Summary of Responsibilities

The Program Administrator is a critical position within J&M Keystone Inc. and is responsible for:

Under the administrative supervision of the Office Manager, the position is responsible for the overseeing the administrative duties essential to Program projects, which consists of performing initial contacts, set- up, and follow through to completion of Program Projects while assisting the Project Specialist in running the jobs to completion and assist the A/R Dept in collections when necessary. In addition, ensuring the compliance of Program Guidelines through planning, coordinating, and reviewing all notes, control points, customer service and coordination of demo, remediation, contents, and repairs of existing buildings residential and commercial. It is also your responsibility to form that relationship and build trust with the adjusters and customers.

• Perform initial calls and set-up/create new jobs in the current CRM System (DASH)
• Answer incoming calls throughout the day as needed
• Schedule and dispatch technicians, project managers, and estimators as needed
• Monitor the Status of Program Jobs daily once they have been created and assigned
• Enter in all applicable “time stamps” within the respective Programs
• Completed Initial requirements needed per specific Program Guidelines
• Review Flood Paperwork and perform daily uploads of photos
• Update moisture mapper programs daily on jobs requiring
• Update all flood technician notes in the programs daily
• Perform final tasks to close out the job i.e., Writing the estimate in Xactimate, labeling and uploading flood photos, submitting the proper documentation per program requirements.
• Enter Final estimate amount and complete billings into QB and do break out for stores
• Confirm Profitability for Billed Program Jobs
• Constant communication with Job Super, Program Admin Manager, CSR Supervisor
• Verify Paperwork and photos throughout the cycle of the job.
• Send ITELS for flooring samples as needed
• Take calls from technicians to assist with Program team
• Take calls from Program Customers for any information they are requesting.
• Transfer any problem program jobs to necessary POC

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  Assist in Quality control of program jobs with the Program File Manager(s) and Program Project Specialist(s)
• Take on call rotation as on call dispatcher
• Be available remotely on an as needed basis for program requirements after hours and/or on weekends
• Follow all Program guidelines that are laid out in “the program bible”
• Close out completed projects/jobs
• Attend Scheduled Weekly Meetings respectively
• Assist on-call dispatchers with questions regarding program jobs that come in if needed
• Assist with program or contents collections when needed in coordination with the A/R Department
• Issue resolution on all program work with adjuster, clients and managers
• Ensure compliance of Program Guidelines are being followed for: Mitigation, Contents, Remediation and assist Construction Operations with the program repair compliances.
• Contractor Connection:
  • Review our current POM scores for mitigation, repairs, specialty, commercial, consumer service
  • Review non-compliant and address estimator if needed, assist in revisions in all program work
• Alacrity/ Contractor Connect (all TPAs):
  • Check all red/non-compliant items and address where necessary
  • Confirm job progress % is being updated or moved and accurate
  • Check “Reinspection” tab daily to make sure anything needs to be addressed
  • Check scores daily and dispute any items needing to be disputed
  • Check issues reports and assist in resolving all open issues.
  • Check for rejections in the report tab and evaluate to minimize rejections
  • Sort and go through all program jobs and look for potential upcoming issues and help solve.
• Gather information about program work as requested for meetings
• Take calls to intervene and assist with questions, concerns or issues from our insureds and/or adjusters for repairs, mitigation, contents and remediation jobs.
• Maintains communication with estimators and construction project managers regarding:
  • Current job notes are entered in the programs on Tuesdays and Thursdays / Check these on Monday, Wednesday and Friday / assist with entering if needed
  • Confirm that any notes in the programs from the adjuster, contractor connection or handling rep has been addressed / Check these on Monday, Wednesday and Friday / assist with entering if needed
  • Assist Construction Manager to confirm estimate submissions have been submitted within time allotted per programs
  • Assist Construction Manager to confirm supplements have been submitted within time allotted per programs and confirm that they get approved
  • Assist with any phone calls to adjuster or handling reps to see if supplements or estimates have been approved if we have not heard anything any in a timely matter.
  • Assist Construction Manager to confirm start/end dates with supers
  • Assist Construction Manager to confirm meet & greets have been scheduled

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  Assist Construction Manager to confirm Due Fridays are accurate
• Email any work authorizations or COC’s for signatures needed if estimators or supers need assistance

• Monitor and evaluate the program mitigation department by assisting RM & OM
  • Address any questions the Program CSR has throughout the day
  • Update Current Program Job Spreadsheet throughout the day as new information comes in
  • Address any concerns that I see that is going on with the jobs and addressing why jobs are going over day 4
  • Making sure all communication notes are entered into the programs daily and job progress notes are accurate
  • Confirm that any notes in the programs from the adjuster, contractor connection or handling rep has been addressed
  • Re-vise and /or create protocols to adhere by to assist with training and daily operations
  • Confirm deductible has been collected on initial visit of all program mitigation jobs when we are instructed to collect
  • Audits all estimates re: mitigation, contents, fire, board ups, remediation prior to upload o Review all EMS paperwork and labeled photos prior to giving to Program CSR for billing o Assists Program Super/Manager with initial review on EMS paperwork and labeling of

• Assists Program Super/Manager with communication with insureds, tenants and adjusters when unavailable.
• Review profits on all mitigation, remediation jobs an if below 40% I find out why, notate DASH and/or the file and sign off on the file prior to Program CSR filing the file in the file cabinet.
• Do all training and provide all the tools that the Program CSR needs to keep learning and moving up.
• Assist Program Super/Operations Manager with directing and answering the technicians’ questions if unavailable

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  Contents
  • Continuous follow up with the Contents Manager on job status updates, needed items, work authorizations needed and confirming current job notes have been updated into DASH or the programs needed twice a week.
  • Confirm that any notes in the programs from the adjuster, contractor connection or handling rep has been addressed
  • Update Current Program Job Spreadsheet throughout the day as information is emailed in or updated
  • Address any concerns that I see that is going on with the jobs i.e.: with sub or Contents Manager.
  • Review profits on all mitigation, remediation jobs an if below 40% I find out why, notate DASH and/or the file and sign off on the file prior to Program CSR filing the file in the file cabinet.

MINOR DUTIES AND RESPONSIBILITIES

• Meet weekly with Supers and Estimators and get job status updates
• Maintain current CRM and close jobs after Job Profit and Documents are uploaded
• Work with Estimators on revisions / corrections and estimate submission times
• Meet with GM/Owners on low profit jobs or issues after you have exhausted all options to resolve
• Assist operations in scheduling jobs effectively and timely
• Create SOPs as needed and amend with the management team.
• Helps to maintain communication with estimators/ sales person on jobs.
• Help facilitate closing the jobs out

**This provides for the general duties for this position and may be changed and amended at management’s discretion.

Pay Range for this position is $20-$28/hr.