Kellie Germack

• Managed a lean, high volume, workshop which regularly exceeded targeted contractual service level agreements (turn around time & accuracy measurements).
• Adapted quickly to changing business needs including taking over the management of CIP Processing, manual enrollment custom processes, BoB audits and implementation of non-standard plans.
• Determined proper course of action for claims processing utilizing partner technology to increase efficiency and accuracy of eligible payments.
• Directed and coordinated across departments, notably working with developers and engineers to implement automation through RPA and AWS.
• Built talented team of 12 claims administrators dedicated to timely and compliant resolutions.

• Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
• Audited for employer level claims processing accuracy, for internal and external reports. Acted as Claims SME for SOC I&II Audits
• Created and maintained daily reports monitoring input/output volumes across 12 work queues to ensure transparency with leadership.
• Completed external and internal claim reviews/requests submitted via CRM tools: RedMine & Salesforce with 99.82% accuracy
• Communicated with staff, leaders and peers to coordinate successful collaboration with other departments.

• Analyzed and processed notional claims per IRS regulations for pre-tax benefit accounts.
• Regularly maintained 100% claims processing accuracy with minimum of 500 claims processed per day.
• Created claims in portal and attached documentation received via USPS or fax to ensure timely processing of claims.
• Collaborated with claims department and industry anti-fraud organizations to resolve potential fraud cases.

• Analyze compliance accounts for the states of CO & MA requiring refunds for pre-paid Guaranteed
Auto Protection (GAP) and Credit Life & Disability insurance using Document Management Explorer
• Create Excel spreadsheets for accounts requiring refunds and input relevant data from customer
contracts
• Calculate refunds for pre-paid GAP and Credit Life & Disability insurance contracts with a pre-
programmed, state-specific, compliance calculator (Excel based)
• Process refunds by debiting dealer account reserves or requesting money from insurance
companies for customer accounts according to state law
• Quality check refunds to ensure Federal & State level compliance
• Resolve conflict with car dealerships and insurance companies
• Ground, terminate, bill and refund post-termination lease accounts