- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.- Created and revised procedures, checklists and job aids to reduce errors.- Created and collaborated in implementation and maintenance of customer complaint log.- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.- Defined and implemented quality initiatives to reduce risk.- Monitored KPIs to proactively address bottlenecks and quality issues.- Developed training materials, SOPs and work instructions to supplement new team member onboarding.

- Investigated and assessed damage to Vehicles, property and reviewed damage estimates.- Verified insurance claims and determined fair amount for settlement.- Established relationships with clients and insurance companies to foster timely claims resolution.- Trained other claims staff members on proper handling and evaluation of injury claims.- Analyzed information gathered by investigations to report findings and recommendations.- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.- Examined claims forms and other records to determine insurance coverage.

- Managed large volume of medical claims on daily basis.- Responded to correspondence from insurance companies.- Used administrative guidelines as resource or to answer questions when processing medical claims.- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.- Paid or denied medical claims based upon established claims processing criteria.- Monitored and updated claims status in claims processing system.- Generated reports on medical claims processing activities and results.

- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.- Examined claims forms and other records to determine insurance coverage.- Prepared summaries of damage, payments, and policy coverage.- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.