Diane Basa

· Lead the Accident and Health Claims Department, balancing workload and staff structuring.

· Set performance objectives and establish policies to minimize errors and enhance client satisfaction.

· Develop and monitor departmental goals, ensuring adherence to best practices.

· Oversee claims processing, ensuring timely and accurate payments in compliance with regulations.

· Manage relationships with clients, defense counsel, and brokers, addressing service issues effectively.

• Trained and guided team members to maintain high productivity and performance metrics.

· Create and present various claim analytics, including Loss Trend analysis and Department Statistics.

· Represent the department in RFP responses and oral interviews for new business.

• Monitored team performance, enforcing compliance with corporate claims processes and procedures.
• Investigated, evaluated and adjusted claims in accordance with standards and laws.
• Optimized case management with establishment of best practices.
• Cultivated productive relationships with stakeholders, facilitating claims lifecycle.

• Conducted audits of Third-Party Administrators (TPAs) and Managing General Agents (MGAs).
• Developed and implemented corrective actions to bring business areas in line with standards.
• Identified gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
• Identified management control weaknesses and provided value added suggestions for remediation.
• Prepared reports and supporting documentation for audit findings.