Thomas Williams
Jacksonville
Summary
Dynamic Claims Supervisor with extensive experience at GEICO, excelling in litigation management and team leadership. Proven track record in enhancing customer satisfaction and ensuring regulatory compliance. Skilled in financial analysis and dispute resolution, driving effective claims processing and achieving significant improvements in service standards.
Overview
25
25
years of professional experience
Work History
Liability Boat Claims Supervisor
GEICO
Jacksonville
01.2015 - Current
- Managed a team of 5 Claims Representatives, ensuring accurate and timely claims processing.
- Ensured compliance with regulatory requirements including HIPAA privacy rules and state laws.
- Coordinated dispute resolution involving attorneys, medical providers, adjusters, and customers.
- Assisted in developing strategies to enhance customer satisfaction through improved processes.
- Provided guidance on litigation management aspects, focusing on risk assessment and budgeting.
- Facilitated negotiated settlements with attorneys for fair claim resolutions.
- Analyzed financial data for litigated matters to estimate reserves for future payments.
- Conducted internal audits of closed files to verify payment accuracy before finalization.
CLAIMS TCR1 SUPERVISOR
GEICO
Lakeland
01.2012 - 01.2015
- Providing leadership and supervision to a team of claims adjusters and representatives to ensure the delivery of professional and effective claims resolution
- Reviewing client files to verify the appropriate implementation of claims policies and methods
- Identifying key cases for review and presentation at claims committee meetings to develop improvements to service standards and procedures
- Facilitating training and development activities for claims adjusters to build key competencies and customer service skills
- Preparing regular claims and activity reports to submit to data processing department for review
- Adjusting reserves and providing recommendations to ensure that reserve activities are consistent with corporate policies
- Assessing team performance and performing regular professional development reviews to identify individual career targets and establish performance goals
- Assisting senior management with the development and implementation of yearly business plans and departmental goals
CLAIMS CALL CENTER SUPERVISOR
GEICO
Lakeland
01.2009 - 01.2012
- Monitored client calls to ensure proper service and provide feedback and suggestions to claims staff on customer service and problem solving skills
- Ensured that all service standards and claims policies were consistently followed by call center staff
- Managed staff recruitment, training and development activities and facilitated regular employee training and development sessions
- Maintained accurate and detailed files of claims, including records of settled claims, and a live inventory of claims requiring further analysis
- Served as a key contact for staff on establishing claims benefits and total awards guidelines
CLAIMS LITIGATION EXAMINER
GEICO
Lakeland
01.2006 - 01.2009
- Investigated, and assessed claims, applying technical knowledge and customer service skills to ensure equitable and efficient decision making on outstanding claims, contributing to a reduced loss ratio on manages files
- Resolved complex, severe exposure claims, using client oriented file handling to establish and implement settlements within designated authority level
- Handle catastrophic bodily injury, uninsured/under insured motorist claims, and PIP litigation claims
- Examined claims flagged by insurance adjusters, and assessed claims documentation to determine whether to authorize payments
- Verified and analyzed information in claims files to ensure that claims are valid and that settlements are within established guidelines
- Worked with legal counsel on claims requiring litigation to provide appropriate and relevant information for legal proceedings
- Interviewed claimants, healthcare professionals and employers to obtain further information pertaining to client claims
- Maintained accurate claims documentation to ensure the validity of all claims decisions
- Conducted detailed bill reviews to implement sound litigation management and expense control on complex claims
- Mediated injury settlements and negotiated global settlement conferences to ensure the appropriate disposition of files within organizational policies
- Handled commercial liability and litigation claims under roll out of new GEICO commercial line of business.
BODILY INJURY CLAIMS ADJUSTER
GEICO
Lakeland
01.2004 - 01.2006
- Investigated and settled claims, applying sound technical knowledge and client management skills to deliver speedy and appropriate decisions on all client claims
- Ensured that claims records, documentation and payments were effectively captured in records management system to ensure that all procedures were adhered to in claims processing and disposition
- Evaluated information obtained from claimants, health professionals and employers to establish validity of client claims and make appropriate decisions on managed
- Fraud specialist in the new business fraud unit
PIP ADJUSTER
GEICO
Lakeland
01.2003 - 01.2004
- Verified and analyzed information in claims settlements to ensure payments are made according to company practices and procedures
- Ensured that client payments and medical claims are processed according to service standards and company policies
- Authorized payments and settlements within established guidelines in order to resolve client claims speedily and professionally
- Investigate fraud and work hand in hand with SIU to uncover any trends in fraud
CLAIMS SERVICE REPRESENTATIVE
GEICO
Lakeland
01.2002 - 01.2003
- Interacted with clients in order to provide accurate and detailed information on all policy and coverage options
MAIL CLERK
GEICO
Lakeland
01.2000 - 01.2002
Education
Some College (No Degree) - Business Administration And Management
Polk State College
Lakeland, FL Skills
- Microsoft Office
- Excel
- Outlook
- Word
- Power Point
- Access
- One Note
- Aspect
- Guidewire Claim Systems
- PC and CRT efficient
- IBM AS/400
- Claims processing
- Litigation management
- Risk assessment
- Dispute resolution
- Financial analysis
- Customer satisfaction
- Team leadership
- Employee training
- Regulatory compliance
- Policy interpretation
- Effective communication
- Claims auditing
- Liability management
Key It Skills
- Microsoft Office (Excel, Outlook, Word, Power Point, Access, One Note, Aspect)
- Guidewire Claim Systems
- PC and CRT efficient
- IBM AS/400
Professional Development
- Resident All Lines Adjuster License (6-20), State of Florida
- SixSigma Yellow Belt Certified
Timeline
Liability Boat Claims Supervisor
GEICO
01.2015 - Current
CLAIMS TCR1 SUPERVISOR
GEICO
01.2012 - 01.2015
CLAIMS CALL CENTER SUPERVISOR
GEICO
01.2009 - 01.2012
CLAIMS LITIGATION EXAMINER
GEICO
01.2006 - 01.2009
BODILY INJURY CLAIMS ADJUSTER
GEICO
01.2004 - 01.2006
PIP ADJUSTER
GEICO
01.2003 - 01.2004
CLAIMS SERVICE REPRESENTATIVE
GEICO
01.2002 - 01.2003
MAIL CLERK
GEICO
01.2000 - 01.2002
Some College (No Degree) - Business Administration And Management
Polk State College
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