Jessica James
SAHUARITA,AZ
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seasoned Arbitration Specialist offering 11 years of Arbitration industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
13
13
years of professional experience
Work History
Business Analyst II
GEICO
08.2023 - Current
- Interact with internal customers to understand business needs and translate into requirements and project scope.
- Focus on identifying current issues and present and implement solutions countrywide
- Develop high-level training materials for all functions of GEICO subrogation
- Lead training classes, refreshers, and train new processes to tenured associates: Arbitration teams (Filing Party, Responding Party, and Arbitration Panelist), Litigation teams, Limits issues teams, subrogation Technician teams, PIP/Med teams, and Uninsured motorist teams.
- Develop new processes for Subrogation and facilitate roll outs
- Project management utilizing Azure DevOps, with a deep technical knowledge of subrogation processes, state law compliance, and company policy compliance. Current projects are heavily focused on Arbitration.
- Develop new systems to assist in process automation in order to reduce FTEs. This includes analyzing everything from large swaths of data to individual files to isolate components and processes that are inefficient and improving or eliminating them.
- Presented projects to senior officers; either project proposals or projects I am assigned and am relaying results.
Subrogation Auditor
GEICO
01.2019 - 07.2023
- I piloted this position for GEICO and developed it over the course of four years
- Facilitated audit calibrations across the country to ensure consistent audits between all auditors and members of management
- Followed established auditing processes to meet internal and regulatory requirements.
- Analyzed data and findings to prepare reports detailing financial information.
- Ensured state and internal compliance through file reviews and training.
- Reviewed roughly 600 claims per month for our office and ensured that our supervisors are also reviewing their own files so that we remained calibrated
- Communicated with audit staff to obtain necessary information for audits.
- Planned audits and audit activities to allocate necessary resources and determine consistency of plans with audit objectives.
- Coordinated, managed and implemented auditing projects and prepared for evaluation.
Subrogation Coach
GEICO
08.2018 - 01.2019
- Hands-on development of associates, audited files for quality, trained new hires
- Focused training on excellent customer service and efficient file handling.
- Lead special projects as needed by our subrogation department, and headed several teams of 7-10 associates during these projects.
- Utilized positive communication to encourage team and promote integrity and respect.
- Collaborated with other coaches to create and execute game plans.
- Monitored team practices to establish high level of performance.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Head of GEICO's subrogation Fun Committee
Subrogation Supervisor
GEICO
08.2015 - 08.2018
- Trained and developed associates
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Conducted regular reviews of employee performance and identified areas for improvement.
Arbitration Specialist
GEICO
06.2012 - 08.2015
- Handled disputed claims, including arbitrations and lawsuits.
- Reviewed files, analyzed evidence, followed-up for additional objective evidence, and argued evidence while writing arbitration contentions to attempt to recover payments from adverse carriers.
- Heard arbitration cases during this time as an Arbitration Panelist
- Ran asset checks on at-fault parties
- Worked closely with our in-house counsel on lawsuit files
- Kept insured's informed timely and with excellent customer service.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
PIP/Medpay Specialist
GEICO
06.2010 - 06.2012
- Recovered payment from adverse insurance carriers, self-insured businesses, cities, government entities, and public transportation providers through demands, collections, or, if needed, litigation.
- Negotiated with bodily injury attorneys to recover payment on California Medpay claims
- Analyzed files on a case-by-case basis to determine if reductions or subrogation waivers were necessary
Education
Bachelor of Arts - Business Administration
University of Maryland - Baltimore County
Baltimore, MD08.2025
Skills
- Business Process Mapping
- Technical Design Documentation
- Regulatory Reporting Requirements
- Staff Training
- Data and Analytics
- Change Impact Analysis
- Negotiate Settlements
- Mediate Disputes
- Payment and Investigation Escalations
- Claims Knowledge
- Excellent Administrative Abilities
- Effective Customer Service
Timeline
Business Analyst II
GEICO
08.2023 - Current
Subrogation Auditor
GEICO
01.2019 - 07.2023
Subrogation Coach
GEICO
08.2018 - 01.2019
Subrogation Supervisor
GEICO
08.2015 - 08.2018
Arbitration Specialist
GEICO
06.2012 - 08.2015
PIP/Medpay Specialist
GEICO
06.2010 - 06.2012
Bachelor of Arts - Business Administration
University of Maryland - Baltimore County
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