Xavier Baptista

• Oversee daily operations and performance of the New Jersey PIP department
• Coach and develop supervisory staff
• Ensure that the department remains within state regulatory compliance
• Drive departmental performance in productivity and customer service
• Interview job candidates and provide hiring recommendations
• Oversee training curriculum and departmental procedures
• Implement performance management and corrective action
• Coordinate with vendors and business partners

• Coached and developed a team of 5 to 7 associates
• Conducted performance management through live observations, call monitoring, and file reviews
• Onboarded new associates out of training
• Helped associates improve efficiency through customized workflows
• Consistently achieved top quartile results in file quality, productivity, and phone answer rate

• Investigate bodily injury claims
• Negotiate with attorneys to settle bodily injury claims
• Insure all claims are handled within state statutes
• Duties as listed in previous position

• Investigate auto accidents and determine liability
• Negotiate liability with customers and other insurance carriers
• Arrange for inspection and repair of property damaged in auto accidents
• Duties as listed in previous position

• Interface with customers, medical providers, attorneys, and other insurance representatives
• Investigate coverage and determine eligibility for benefits
• Obtain recorded statements from customers
• Advise customers of coverages provided within policy contract
• Arrange payment of medical bills
• Provide customer service via telephone and email communication
• Adhere to all statutory and regulatory fair claims practices
• Use appropriate software and databases to investigate claims and update reports

• Interface with attorneys, medical providers, and clients
• Handle confidential client files to assist attorneys in preparation for hearings
• Retrieve data from The Social Security Administration, Assure, and The Office of Disability Adjudication and Review
• Draft letters and perform data entry, phone, mailing, proficient in MS Office programs