Scott Mitzel

As an Injury Consultant, I've had the opportunity to support the C2, C3, and CA demand pools as a technical expert and resource for bodily injury, complex property damage, coverage questions and litigation management. My responsibility spans across seven states for C2, C3 and multiple others for the CA leaders. The leadership experience level varies from new to role, to 30+ years which requires different approaches and coaching techniques to effectively reduce risk, focus on quality and improve operational health.

• Collaborate with Claim Managers to effectively use Mental Model Framework while checking for understanding and monitoring results weekly through observations to drive and achieve expected outcomes.
• Engage, coach, and support leaders in usage of tools, technology and supporting Injury Efforts Area of focus to include, T1 strategy, Medical Bill Pricing, and Litigation Mitigation.
• Conduct training sessions for new FLL to develop technical and leadership skills.
• Review trends, observations and provide feedback to CM to drive quality. Work with SM to increase skills and understanding of available tools to effectively drive quality through review and coaching of, CHIP/CLIP expectations, Inventory Hub, Insight dashboard, ETA.

Multiple jurisdiction and office assignments in SM role to include A1, B1, E1, E3. Successfully replicated positive, strong results to include effective task and pending inventory management, technology usage and quality claim handling in all demand pools while effectively influencing peers and developing many new LDA peers.

• Successful management of complex and litigation files to include proper identification of exposure and risk, timely P&C reporting and proactive litigation management properly identifying files to resolve timely or move files to trial.
• Team results routinely led division and was one of top enterprise performers in CHIP/CLIP utilization, Insight usage, Lit Details, DID, and CRT results. Collaborated to share best practices with peers to improve Division results.
• Improved Enterprise results in role of Injury Insight SPOC. Additionally developed and implemented new insights to identify and drive closure opportunities.
• Broadly impacted 2024 Injury Pendings as Quality Closure Strategy Lead. Led SM, TM and CS’s project team, identifying closure opportunities with analytics, was able to contribute to target of reducing YOY pendings.
• SM Lead working with CLC and SM peers in effort to assist with rising defense costs and to work through large backlog of pending suits. Coordinated identification of files and proactively worked with Division SPOC’s to evaluate and move files to resolution.

My claim foundation was developed in various roles including: six years Complex Field Claim Representative, one year Claim Support Services Supervisor, four years Auto Claims Central Team Manager, three years Field Injury/Litigation Team Manager, and three in A1 as an Injury Team Manager.

My experiences provided an opportunity to experience multiple jurisdictions and office locations each with unique challenges. Additionally, I gained valuable insight and experience working with many different leaders and styles while strengthening and developing my own leadership skills. These prior roles provided me opportunity to develop and demonstrate my ability to build new relationships, rapport, and influence. My inclusive communication style and managing by walking around approach has been effective allowing me to capitalize on the strengths of my teams helping to positively influence production, engagement, overall job satisfaction and customer service.