Office administrators and claims advocates are two critical, but different, roles for managing the insurance billing for restoration contractors. They have different responsibilities and require different skill sets. However, many restoration contractors mistakenly combine these roles into one. Let’s take a look at the differences and some similarities between these jobs, and why they’re both important for your business.
Office administrators take on a large variety of jobs within the office. Theresa Crosland has been an office administrator for One Claim Solution (OCS) for about 3 years and says her key roles are making sure the office is running efficiently and all employees are equipped with the tools and resources to complete their job. This includes workstation setup, resolving technical issues, making sure bills are paid, handling new employee onboarding, and processing payroll.
“I also assist in the accounts receivable process of our company and communicate with our contractors regarding insurance payments they have received directly,” Theresa said.
According to Theresa, the skills that an effective office administrator should possess are organization, time management, attention to detail, clerical skills, multi-tasking, and the ability to build relationships. Having worked as a claims advocate previously, Theresa can provide valuable insights into the requirements of both roles.
“Similar to office administrators, claim advocates need to be detail oriented and have written and verbal communication skills,” Theresa said. “However, claim advocates will need extra training to understand the mitigation processes that contractors are billing for to complete accurate justifications for invoices. They will also need to learn good negotiating skills to get as much money for contractors as they can.”
In comparison to office administrators, the role of a claims advocate is more specialized. Claims advocates have one primary job which is to manage the claims that are submitted to insurance companies from submission to payment. This involves many different tasks such as scrutinizing the documentation for errors before it is submitted, following up with the insurance company, answering questions, resolving disputes, and negotiating. If you have a large number of jobs, hiring a claims advocate is important for streamlining your cash flow and functioning more effectively as a business.
Madalyn Morgan started working as an OCS Claims Advocate three and a half years ago and has since transitioned into the role of Claims Team Lead.
According to Madalyn, some of the qualities that OCS looks for when hiring claim advocates is someone with good customer service skills, the ability to learn and adapt, and a sense of urgency.
“We see invoices maybe two weeks to a month after the job has already been done. That means that the contractor has already paid their employees and they’ve bought the materials to do the job, so they’re in the negative right now in their bank account,” Madalyn said. “So there’s that sense of urgency that you have to get it done and do it in a professional and polite manner as well.”
Madalyn joined the OCS team without any prior knowledge or experience as a claims advocate. However, she attests that the comprehensive training process at OCS was pivotal in equipping her to excel in her role as an effective claims advocate. The training program for claim advocates employs a practical, hands-on approach, providing ongoing guidance and support to ensure their professional development and success.
During the initial weeks of training, Madalyn attended classroom sessions with presentations and tests, followed by observing and being observed by experienced colleagues at work.
“This hands-on approach allowed me to learn by watching their interactions, call responses, and work methods,” Madalyn said. “Even after I had my own desk, computer, and claims to handle, the learning continued with ongoing training, weekly check-ins, and performance reviews. It’s a dynamic industry where we constantly adapt to OSHA standards, regulations, laws, and market changes.”
Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!
Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.
Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.
Welcome! I’m Alisha, and I’m here to champion your success as the Director of Customer Success at One Claim. With a passion for helping customers thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.
Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative customer relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.
Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.
Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.
In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.
Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.
Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!
Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors.
My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.
Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town
Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.
Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.
Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.
Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!