Linda Kerns, CPCU

• Resolves First Party Bodily Injury Claims in very litigious venue.
• Experienced in mediation, depositions and trials.
• Established relationships in Colorado legal sector.
• Provides exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
• Leader in Claim Metrix such as Inventory Management, DID call percentage and Service Level Objectives.
• Leads and Mentors junior team members by providing guidance on navigating complex claim scenarios efficiently.
• Collaborates with legal counsel to make organizational claims decisions aligning with governing laws.
• Provides direction to Company attorneys to work toward fair and prompt claim resolution.
• Emphasizes on quality claim handling to align with State Farm values in support of the integrity of the Company.
• Monitors compliance with regulations and industry best practices to promote fair and proper treatment for insured customers
• Maintains strong knowledge of basic medical terminology to better understand services and procedures.
• Facilitates weekly office hours for junior Claim Specialists.
• Directs collaboration on a weekly basis to peers in regard to coverage for absences needed to meet service level objectives.
• Maintained two full inventories due to extended absences of peers.
• Mentors others to develop relationships with vendors and trained several peers regarding the importance of the negotiation process, appropriate letter writing and litigation handling.

• Achieved successful claim resolutions by thoroughly investigating and evaluating bodily injury claims.
• Managed a high volume of cases efficiently, prioritizing tasks based on urgency and complexity.
• Collaborated with medical professionals, attorneys, and other experts to gather evidence and validate claims accurately.
• Involved in litigation claim handling. Provided litigation recommendations that aligned with company values while recognizing expense management.
• Provided and lead in the support to colleagues in the resolution of complex claims, sharing expertise and knowledge as needed.
• Enhanced efficiency by staying up-to-date on industry trends, regulations, and best practices in bodily injury claims management.
• Improved negotiation outcomes for settlements with meticulous documentation and clear communication.
• Developed strong relationships with insured's, ensuring empathetic communication while maintaining professionalism.
• Conducted timely negotiations with insured's' representatives to reach fair settlements within policy limits.
• Educated policyholders about their coverage benefits, helping them understand how their policies applied to specific situations.

• Evaluated medical records as part of injury claim assessments, ensuring an accurate understanding of treatment costs and recovery timelines.
• Mentored junior team members by providing guidance on navigating complex claim scenarios efficiently.
• Assisted in new hire training.
• Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
• Understood disputes and gathered evidence to support claims and prepared customer cases for Medical Management when needed.
• Maintained confidentiality of patient finances, records, and health status.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.
• Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.

Bodily Injury Claim Specialist Culver City, CA

1990-1992

Bodily Injury Claim Specialist Westlake Village, CA

1992-1994

Auto Property Damage Claim Specialist Bakersfield, CA

1994-1996

Fire Property and Casualty Adjuster Bakersfield, CA

1996-1998

Auto Claim Central Claim Specialist Bakersfield, CA

1998-2000

First Auto Claim Central California Remote Employee working in Westlake Village CA for Bakersfield CA operation. Handled 1st contact customer service and all Property Damage Arbitration Claims for California

2000-2001

Auto Claim Central. Greeley, CO

2001-2013