Shannon Keogh
Peyton
Summary
Experienced and strategic Senior Injury Claims Adjuster with over 7 years in the insurance industry, currently serving as a Sr. Auto Injury Adjuster and Manager Delegate at Noblr . Proven success in leading team operations, supporting training initiatives, resolving escalated claims, and driving high-quality results across injury and UM/UIM files. Seeking to formally step into a Manager, Claims Operations role to continue shaping innovation within specialty claims.
Overview
10
10
years of professional experience
Work History
Senior Injury Claims Adjuster | Manager Delegate
Noblr
11.2023 - Current
- Company Overview: a reciprocal of USAA
- Lead day-to-day operations for the Non-Injury and Injury Claims Team, including payment approvals, denial letter reviews, workflow distribution, and performance oversight.
- Conduct file quality audits, ensuring compliance with Noblr/USAA frameworks, regulatory standards, and operational excellence.
- Provide ongoing mentoring, and career development for team members, driving employee engagement and professional growth.
- Help facilitate process improvements by identifying gaps, streamlining workflows, and partnering with leadership on test-and-learn initiatives.
- Manage operational risk by ensuring adherence to policies, escalation protocols, and compliance procedures.
- Support organizational change management, helping build new frameworks and guiding adjusters through transitions.
- Handle high-exposure UM/UIM and litigation claims, partnering with attorneys and defense counsel to evaluate liability and resolve cases.
- Mentor and train new adjusters, reinforcing technical accuracy, negotiation skills, and best practices.
- Assist with team audits and compliance reviews, contributing to enterprise-level process alignment.
- Consistently recognized for leadership contributions, technical expertise, and delivery of superior member service.
- A reciprocal of USAA
Injury Claims Adjuster
USAA
04.2021 - 11.2023
- Handled unrepresented early settlement claims to proactively resolve cases before legal representation or escalation.
- Maintained a consistent focus on timely resolution by evaluating medical documentation and negotiating settlements directly with claimants.
- Provided support to team members with diary and workload management, ensuring smooth file progression.
- Evaluated soft tissue injuries, communicated claim value, and monitored statute of limitations deadlines to mitigate legal exposure.
- Assisted with onboarding and mentoring of new adjusters, sharing expertise in negotiation techniques, claim documentation, and member communication best practices.
Non-Injury Claims Adjuster
USAA
05.2018 - 04.2021
- Mentored new team members and developed onboarding tools to streamline training and retention.
- Oversaw first notice of loss claims, focusing on swift resolution and inspection methods within critical early hours.
- Maintained strong performance in quality, documentation, and communication metrics.
- Helped create efficient CCOM workflows adopted by other teams for consistency and faster processing.
Accounts Payable/Receivable Clerk
Springs Village Care Center
Colorado Springs
09.2017 - 05.2018
- Managed patient billing and vendor payments, collaborating with management on budget tracking.
- Submitted insurance claims and followed up on reimbursements to ensure timely and accurate accounting.
- Handled resident trust funds and maintained professional communication with families regarding billing.
Lead CNA
Springs Village Care Center
09.2015 - 09.2017
- Directed CNA staffing and training, enforced care quality standards, and managed patient admission/discharge flow.
- Trained incoming CNAs and organized team-building events for staff engagement.
- Advised families during discharge and care transitions while advocating for resident rights.
Education
Associate of General Science - Emergency Medicine
Pikes Peak Community College
Colorado Springs05.2008
Skills
- Claims analysis
- Policy interpretation
- Risk management
- Compliance auditing
- Process improvement
- Customer relationship management
Roles And Responsibilities
PULSE Representative, A lead position responsible for gathering team feedback, communicating concerns to management, and fostering open communication between staff and leadership.
Accomplishments
- Eagle award
- ICE idea implemented
Timeline
Senior Injury Claims Adjuster | Manager Delegate
Noblr
11.2023 - Current
Injury Claims Adjuster
USAA
04.2021 - 11.2023
Non-Injury Claims Adjuster
USAA
05.2018 - 04.2021
Accounts Payable/Receivable Clerk
Springs Village Care Center
09.2017 - 05.2018
Lead CNA
Springs Village Care Center
09.2015 - 09.2017
Associate of General Science - Emergency Medicine
Pikes Peak Community College