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.

• 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.