Led major project developing new national claim system with multiple business, tech and design teams focused on enhancing productivity, customer service, and regulatory compliance. • Utilized Agile principles to deliver and implement high quality incremental system improvements for Liability, PIP, and Litigation claim and bill processing.• Identified business and customer pain points and created systematic process solutions.• Supported, trained, and developed team of PIP and Liability Project Managers and systems experts.

Managed multiple projects and a national team of 22 PIP and Liability expert claim analysts and testers to identify business claim handling inefficiencies and address them by developing, testing, and implementing process and system improvements.• Coordinated work of multiple internal and external tech teams to successfully implement system enhancements.• Conducted operational process reviews to identify inefficiencies and solutions.• Implemented system solutions to increase liability claim handling timeframe compliance.• Tripled national bill ingestion productivity through implementation of new processes utilizing EDI and OCR technologies.• Triaged 2,000 system issues annually and provided production support to Operations.• Managed bill review vendor processes and releases.• Developed ranking and production support process to track and prioritize critical system issues.

Served as Subject Matter Expert on national team developing new claim system. Led 3-year project working with the business and IT to build and implement automated NY PIP claim and bill processing functionality. • Performed multiple process reviews to identify optimal business workflows and system requirements for more efficient claim handling and bill processing.• Assisted with the development of new automated bill processing functionality processing 45% of bill volume annually.• Wrote business requirements for NY PIP high volume bill flows including data capture, pricing, and automated processing.• Managed bill pricing vendor and identified multiple automation opportunities resulting in increased productivity.• Triaged reported system issues and worked with the business and IT until resolved.

PIP manager on the management team leading a department of 900 associates handling the claim and bill processing for the largest claim division in GEICO. • Directly managed more than 100 associates including supervisors, claim representatives, first contact representatives, medical provider fraud team, and mail processors.• Achieved the highest quality claim handling metrics quarterly and annually.• Served as the SME representing NY PIP for the development of a paperless claim system.• Coached and developed supervisor claim staff and ensured quality claim handling, regulatory compliance, and excellent customer service in assigned claim sections.• Managed multiple IME/peer review vendors and developed litigation testimony process.

Managed, trained, and coached team of 8 PIP claim representatives ensuring proper and timely claim handling, reserving, regulatory compliance, cost containing medical management, and customer service.• Developed the first Vendor Coordinator position for the department to ensure high quality bill review and independent medical examinations. • Implemented new first contact unit for newly reported claims.• Served as Chair of the regional Grassroots committee.