Hi, I’m
Kendra Mintz
Smyrna,TN
Summary
Dynamic Complex Injury Claims Manager with a proven track record at Root Insurance Company, excelling in litigation and negotiation strategies. Adept at fostering relationships and optimizing workflows, I consistently achieved top results in closing claims while enhancing team performance and customer satisfaction. Licensed across multiple states, I bring strong decision-making and interpersonal communication skills, along with widespread venue knowledge.
Overview
12
years of professional experience
Work History
Root Insurance CompanyColumbus, OH
Complex Injury Claims Manager
06.2021 - Current
Job overview
- Directed adjusters overseeing early resolution and complex injury claims for both unrepresented and represented claimants.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Monitored objectives to determine effectiveness of workflows, facilitating training, and mentoring for improvement.
- Conducted meetings to discuss issues and find pertinent solutions to problems.
- Directed the application of reserves on claims, ensuring accurate financial reporting and compliance with regulatory requirements.
- Adapted claims processes and policies in response to legislative changes, technological advancements, and market conditions.
- Reduced loss ratios through fair and prompt processing of claims.
- Achieved top results in closing injury claims through strategic leadership.
- Fostered strong connections among remote team members, boosting overall performance.
- Enabled adjusters to consider broader perspectives, leading to their advancement, and contributions to overall company success.
- Facilitated scalable growth while preserving employee and customer satisfaction.
- Engaged in learning opportunities to deepen knowledge of personal lines claims, court decisions impacting claims, current guidelines, and policy changes.
Root Insurance CompanyColumbus, OH
Complex Injury & Litigation Adjuster
02.2021 - 06.2021
Job overview
- Oversaw complex claims, ensuring thorough evaluation of all injury-related details.
- Processes and negotiates settlements for injury claims with significant severity and attorney involvement.
- Directed defense counsel in handling legal matters to stabilize litigation costs.
- Facilitated effective communication among customers, peers, vendors and management.
- Established and maintained loss reserves for pending claims inventory.
- Resolved claim disputes through mediation and negotiation, minimizing the need for litigation.
- Assisted in fraud detection and prevention efforts by identifying suspicious claim activities.
- Maintained detailed documentation of all activities related to assigned cases including correspondence, research notes, investigative reports and settlement agreements.
- Collaborated with attorneys representing insureds in order to develop effective defense strategies.
Travelers Insurance CompanyFranklin, TN
Adverse Subrogation Claims Specialist/Auto Loss Consultant
03.2019 - 01.2021
Job overview
- This position is responsible for analyzing incoming property damage subrogation demands to determine what is owed based on an assessment on liability and total damages
- The position also provides pre-consultation to policyholders in an effort to assist with the decision to file a claim
- Effectively negotiates subrogation demands where duplicate or overlapping operations are found in damage estimates
- Confirms a vehicle's repairability by determining its actual cash value and potential salvage return
- Regularly exceeds department averages for key performance indicators keeping inventory low and diaries up to date
- Requires little to no feedback on recorded customer calls monitored for quality purposes
Morgan & Morgan, PLLCNashville, TN
Personal Injury Case Manager
12.2017 - 03.2019
Job overview
- This position was responsible for initiating work on new personal injury cases by gathering and analyzing relevant information regarding each case, then preparing documents and correspondence necessary to bring each case to settlement
- Adapted successfully and quickly using injury claims experience to negotiate personal injury cases in third party auto liability claims
- Mastered desk management to consistently exceed monthly goals and led peer group for number of cases settled and legal fees banked
- Further developed knowledge and expertise of medical terminology and court decisions which impact case handling
- Enhanced interpersonal skills while communicating with and building rapport with clients
State Farm Insurance CompanyMurfreesboro, TN
Injury Claim Specialist
05.2013 - 12.2017
Job overview
- Responsible for independently handling complex claims involving injury exposures and litigation, including claims with injury diagnoses which may be inconsistent with vehicle damage or loss characteristics
- Exceeded expectations in service level objectives and inventory management, and in turn helped peers to maintain their workload
- Highly effective at inventory management and maintained a claim inventory over 25% lower than peer group
- Excelled in successfully settling injury claims in the states of Louisiana, Kentucky, New Mexico and Rhode Island
- Built strong, trusting relationships with both plaintiff and defense counsel making the litigation claim handling seamless, cordial and manageable
- Participated in projects to assist in maintaining effectiveness and consistency between departments housed in different locations
Education
Bethel UniversityMcKenzie, TN
Bachelor of Business Administration from Organizational Leadership
Skills
- Complex Injury Claims Management
- Litigation
- Customer service
- Results-focused
- Adaptability
- Learning agility
- CCC Estimating System Knowledge
- Venue diversity
- Data analysis
- Decision making
- Licensed in multiple states
- Interpersonal communication
- Active listening
- Desk Management
- Microsoft Excel and Word proficient
- Google Sheets and Docs proficient
- Loss reserving
- Negotiation strategies
- Workflow optimization
- Policy interpretation
- Team leadership
- Effective communication
- Conflict resolution
- Performance monitoring
- Training facilitation
- Relationship building
References
References available upon request.
Timeline
Complex Injury Claims Manager
Root Insurance Company
06.2021 - Current
Complex Injury & Litigation Adjuster
Root Insurance Company
02.2021 - 06.2021
Adverse Subrogation Claims Specialist/Auto Loss Consultant
Travelers Insurance Company
03.2019 - 01.2021
Personal Injury Case Manager
Morgan & Morgan, PLLC
12.2017 - 03.2019
Injury Claim Specialist
State Farm Insurance Company
05.2013 - 12.2017
Bethel University
Bachelor of Business Administration from Organizational Leadership
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