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ED, Claims Operations
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- Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk, and compliance across multiple MSTs. Executes and influences claim’s strategies and plans.
- Accountable for supporting claims servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness.
- Monitors the utilization, quality and costs of independent appraiser, adjusters, alliance partners and others in accordance with established quality, service, and budgetary guidance.
- Business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.
- Demonstrated experience and understanding of contact center strategies, technology (NICE WFM, speech analytics, Cisco telephony, etc.)
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