Robert Mikesh Email & Phone Number

Austin, Texas Area

Managed a large WC claim operation of 63 claims professionals, including six claims supervisors. 2017 claim volume of 30,000 claims including over 7,000 indemnity claims. Total operating budget $4.6M.

Austin, Texas Area

Growth is not a problem if you are prepared for it. I was selected in Q4 2012 to relocate to our Austin Regional Office with the task to lead and grow the medical only team. We standardized processes, took a 46% increase over the prior group's workload, and improved quality and compliance. The team grew from seven adjusters to 12 in less than a year, while seeing four adjusters promoted in a nine month period.

Supervise 10-12 information specialists. Training new staff on corporate claim, underwriting and accounting systems and more than a dozen sub-systems. Provide regular feedback to staff to maintain and improve productivity, as well as ensuring that quality standards are met. Within two years, significantly improved attendance, productivity and overall customer service qualitatively and quantitatively. Dealing with day to day personnel issues ranging from hiring to formal corrective action, as well as successor development.Fixing numerous processes that negatively impact customers and caused inefficiency in the department.Serving as a liaison between the call center and various customer facing portions of the company, including the claim operation, network and medical operations, underwriting, premium audit and IT.

Supported the SVP and three vice presidents of the Claim and Information Services Division as management implemented significant industry changes passed by the 2005 Legislature (HB7).Realigned the claim operation staffing models to represent new business processes. The resulting models more closely mirrored the flow of claims through the department.Analyzed staffing in the company call center and determined efficiency could be gained by realigning three different staffing roles into one and retraining a portion of the staff. Left Financial Services Division to become a supervisor and implement these and other changes.Provided various cost/benefit analyses of process changes and proposed IT systems.Assisted two division heads and their subordinate managers through three planning and budget seasons, providing routine and ad-hoc reporting and analysis.

Served on the statewide committee for the joint application design of a handheld information collection system for investigators. Project was delivered on time and under budget.Set and maintained a schedule to meet yearly goals for investigations in a ten county territory.Selected and served as a statewide program committee vice-chair and subsequent chair 2001-2003.Presenting at statewide training events as well as an agency representative for trade shows.Trained new investigators.

Mba, Business

Activities and Societies: Beta Gamma Sigma

Bachelor Of Science (Bs), Biology, General