San Diego, California, United States
Professional Services and Project Management leader with a passion for delivering workflow management solutions and world class customer service.
-Serve as subject matter expert for the product and a business partner to our clients in gathering requirements, defining workflows, designing business rules, and product configuration. -Agile Product Owner and Scrum Master for Implementation Team sprints and tasks. -Play active role in facilitation of the knowledgebase expert sessions to buildout product per client requirements.
Manage one of the US’s top five insurers and lead multiple initiatives to grow existing revenue through added services. Manage execution of new products and coordinate workflows, training, and software implementation. Provide consultative services to customers with a primary focus on improving claims performance. Client advocate and Mitchell contact for the client’s decision makers and senior executives.
-Develop account specific curriculum for staff training of insurance customers -Coordinates all training, deployment, and go-live activities of new accounts -Conduct training for small and large groups on and off site -Provide installation and technical support to new and existing customers -Document workflows and provide recommendations for deployment and integration
-Oversee all aspects of loss cost management with an average monthly claims payout of over $900,000 -Monitor adherence to the Department of Insurance claims handling guidelines and Fair Claims Practice handling guidelines. -Responsible for the professional development of associates through coaching and feedback, accountability, and prepared them for roles in supervision and management. -Analyze and apply policy contracts to determine coverage status for claims involving complicated coverage issues
- Manage a team of the 10-15 claims service representatives who process over $1 million in annual claims payments. - consistently improve associate performance ratings across two teams through data analysis, targeted coaching, and creative innovative solutions. - developed standardized word track and successfully implemented throughout the team to increase customer survey results by 11% -Led team from one of the lowest ranked to second highest ranked within 3 months of taking over the team.