•Manages day-to-day operations for claims staff.•Coaches employees in reviewing, analyzing, investigating, negotiating and settling claims in compliance with Quality Standards.•Creates high performing, results-oriented staff through candidate selection, on-boarding, ongoing development, and managing individual performance with regular coaching focused on behavior and technical skill sets.•Leads and actively contributes to a culture of continuous improvement and ensures utilization of tools and behaviors to foster critical thinking and innovation around problem solving and development of standard work.•Responsible for building and maintaining internal and external customer relationships. •Hosts and facilitates in person and/or telephonic claim reviews on a continuous cycle and ensures Special Service Instructions are managed appropriately.•Provides management oversight of claim files within unit.•Coaches to improve technical expertise within the team.•Monitors, evaluates, and approves claims reserves, settlements, and payments that exceed staff authority.•Uses data analytics to monitor claim production, inventory management, financial and quality compliance and claim volume trends and results. •Manages compliance within internal and external parameters, including: state licensing compliance and adherence to fair claims practices.

• Investigate claims by reviewing first reports of loss and supporting material; communications with injured workers, policyholders, witnesses, etc.• Establish action plans based on case facts, best practices, protocols, jurisdictional/regulatory issues, resources, and problem solving• Cultivate strong working relationships with injured workers, brokers, customers, attorneys, and medical providers• Assess policy coverage• Determine and establish reserve requirements, adjusting reserves as necessary based on case facts • Make decisions regarding liability/compensability• Analyze cases for third-party recovery and other referrals• Conduct claims analyses and negotiate settlements based on case facts, exposure, and risk

• Assisted participants at entry desks by answering member inquiries and registering new members• Managed equipment issue (checking towels and equipment in and out to members)• Conducted transactions and scheduled facility reservations

• Developed online and in person Press Ganey training and user guide for leaders at OHSU• Increased access to and understanding of Patient Experience data across organization• Helped reduce time and costs related to individualized data trainings by creating a sustainable solution

• Conducted quarterly chapter image analyses• Coordinated parent and alumni relations (edited quarterly newsletter, assisted with planning of parents' weekend, annual fundraising gala, etc.)• Helped manage and oversee social media accounts and public relations• Worked with chapter marketing advisor to develop extensive written marketing plan and strategy • Led department in planning philanthropies