Roger Abbott, Cpcu, Clms Email & Phone Number

Lynchburg, Virginia, United States

Led multiple teams of Initial Eligibility Senior Claims Representatives in Lynchburg and Richmond.• Managed 100+ off shore Contractors handling Long Term Care claims process work, providing support to stateside claims teams.• Responsible for company relationship with Care Coordination Agency, driving best practices in assessment efforts in exceeding both quality and production goals.• Led Intake team in initiative to successfully answer customers inbound calls within 2 minutes from 30% of the time to a consistent 80% success rate.• Served as check approver for Long Term Care claims up to $80,000 per payment.• Partnered with Audit Team to strategically drive performance, successfully exceeding 95% accuracy goal.• Administered Performance Evaluations and salary recommendations, driving engagement.• Used customer insight and root cause analysis to identify company and process improvements.• Conducted 1:1s providing coaching, empowering and engaging.

1) Led the operation in customer service and served as leader of 8 Associates and 1 Processor who handled 400 Medical Expense claims a month.• Managed up to $100,000 of medical coverage per claim.• Spearheaded extended hours initiative leading to an enhanced customer experience.2) Managed a unit of 10 Liability Claims Associates who processed a total of 1000+ claim investigations monthly. • Hired, trained, developed, and provided day to day coaching and skill building.• Participated in the development of and conducted file reviews to measure effectiveness of Bodily Injury Claims, which drove the Accelerated Claims Excellence (ACE) initiative.