Hannah Hole Email & Phone Number

Barcelona, Catalonia, Spain

Reviewed all existing claims procedures and created a central location for all claims procedures to be stored and accessed by the claims teams. Created a tracker for all documents and recorded all audit history and document changes. Worked closely with the regional claims managers to implement new claims procedures ensuring all training had been carried out. Monitored and reviewed changes and improvements to ensure effectiveness of the implemented procedures.Worked closely with the… Show more Reviewed all existing claims procedures and created a central location for all claims procedures to be stored and accessed by the claims teams. Created a tracker for all documents and recorded all audit history and document changes. Worked closely with the regional claims managers to implement new claims procedures ensuring all training had been carried out. Monitored and reviewed changes and improvements to ensure effectiveness of the implemented procedures.Worked closely with the Quality team to analyse processing and assessment errors and how this can be improved.Worked with our Fraud team to implement the use of the Fraud flag on our system. Devised the process as well creating training documents and overseeing the communication and training to the claims teams.Project managed the redesign of the member settlement letters. Worked with the developers to ensure all requirements were met and carried out UAT testing. Created the Global claims training program to be used by new employeesHave travelled to Singapore, India and Dubai to carry out claims training.Project managed the implementation of a new automated process for suspended claims to improve productivity as well as the member claims experience. This included system automation, arranging requirements discussions with IT, UAT testing, user training and developing a monthly report for each region.SME for our claims system OH+ which has resulted in providing guidance to the training and quality team, developing system enhancements and international travel to carry out training. Show less

Managed the UK claims team of 20 employees.Supervised our claims vendor and managed claims inventory to ensure high levels of quality.Responsible for ensuring claims were processed in line with targets and KPI’s. Produced and cascaded management information reports to senior management and account managers. Oversaw transition of Aetna claims into the team as well a cross training on new claims systems and creation of training documentsArranged the onboarding of key VIP Aetna… Show more Managed the UK claims team of 20 employees.Supervised our claims vendor and managed claims inventory to ensure high levels of quality.Responsible for ensuring claims were processed in line with targets and KPI’s. Produced and cascaded management information reports to senior management and account managers. Oversaw transition of Aetna claims into the team as well a cross training on new claims systems and creation of training documentsArranged the onboarding of key VIP Aetna accounts into our team ensuring a smooth transition.Successfully managed the transfer of Aetna International claims into the claims team whilst maintaining our SLA for InterGlobal claims.Led a team through a big organisational change Show less

Managed a team of four Claim Support Assistants.Oversaw the running of the claim support team ensuring incoming claims were triaged ready for processing.Carried out monthly 1-2-1s and end of year reviews.Oversaw the archiving of over 1000 paper files and the transfer onto our electronic DME system.