Philip Ormonde

Responsible for review and sign off on high cost claims >$10K USD, $13.5K CAD.

Ensure PA supports the ESB business: PBT, cash flow, sales, dealer & customer satisfaction, etc. Ensure policies and processes support all core ESB metrics (achieving balance between satisfaction and fiduciary responsibilities).

Identify and / or approve Percepta tools and training so PA agents properly adjudicate claims. Author or approve ESP internal communications to ESP call center personnel.

Review and determine appropriate disposition for PA claims that may require special attention or deviations (e.g. legal cases, BBB, dealer & field personnel appeals, goodwill requests, etc.).

Identify ESP PA claim handling efficiency improvements or new cost savings opportunities to CM utilizing all available tools.

Provide strategic direction for PAWS and participate in meetings between Ford IT & Percepta for PAWS / WEPA issues & enhancements.

Ensure accuracy of analytical and data mining results to confirm financial impact.

Provide concise well-organized project updates and summaries. Document project progress from development of Charter through project completion. Updates should be timely and reflect current project status.

Acts as the liaison between IT and business team to identify needed enhancements for PAWS(Prior Approval Web Service) and prioritizes user stories within iterations.

Led a team of 5 manual claim assessors, 1 claims payment analyst, Claim Data Manager with a team of 2 researchers.

• Provide leadership and direction to a team of 15 Technical Service Representatives (TSR)
• Monitor real time performance metrics to ensure minimum goals are met
• Daily interaction with customers, Ford/Lincoln dealerships, and clients
• Coach TSRs to improve contact handling skills, systems, knowledge, and communications skills
• Provide technical support and handle customer escalations
• Communicate TSR training needs to program management and ensure that TSRs acquire needed training
• Complete performance evaluations
• Administer disciplinary actions as necessary
• Build morale within the team and manage TSR job satisfaction to reduce turnover
• Resolve conflicts within the team as they arise.

• Work directly with the client and program management for escalated claims to promote dealer and customer satisfaction
• Review contract coverages with dealership management to confirm applicable coverage and manage repair process through approval and/or revisions
• Provide technical assistance to all agents and team leads in the department
• Monitor real time performance metrics to ensure minimum goals are met
• Parts procurement management, order processing and tracking
• Work directly with Learning Development Specialists to create and improve existing training material.

• Receive inbound calls from independent inspectors taking verbal inspections reports and document them in the appropriate systems
• Review digital photographs, claim estimates, and supporting documentation
• Provide real time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.

• Receive inbound contacts from repair facilities regarding extended service contract coverage and provide claims adjudication per contract terms
• Receive inbound calls from contract holders to verify contract coverage or review claim participation issues
• Ask probing questions to obtain all pertinent claim information
• Utilize web based automotive technical information to verify repair procedures, labor time allowances and part pricing is consistent with recommended repairs and contract coverage
• Request additional information from the repair facility when automotive knowledge indicates the recommended repair may not be covered by the contract
• Effectively negotiate part pricing and labor allowances when required.

• Specializing in electrical, chassis, and drivability repairs.
• Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
• Replaced damaged, missing, or defective parts with new and refurbished components.
• Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
• Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.