Claims Quality Improvement Analyst - General Motors Insurance

Responsibilities

• Develop and execute the vision of the General Motors Insurance quality improvement function within the claims department, continuously improving, and enhancing this function in accordance with claims best practices and regulatory requirements
• Create and maintain file audit dashboards to educate Claims leadership on trends, performance, and opportunities for improvement
• Develop and implement automated systematic claims handling quality file review and audit processes
• Collaborate with claims leaders to develop and implement policies, standards, processes, controls, and related documentation of best practices, guidelines, and workflows to ensure a center of excellence within Claim Quality Improvement
• Develop and implement quality and compliance reviews of General Motors Insurance Company claims to ensure quality and appropriate service results, to drive best in class claims handling
• Develop meaningful, updated audit forms calibrated to claims best practices and current regulatory requirements, analyze audit results, reporting on the results, and developing post-audit management action plans to drive continuous improvement
• Monitor, coordinate, track, measure, and report to internal stakeholders trends, issues, opportunities, and analysis on file quality data
• Collaborate with Claims leadership and related internal stakeholders on training initiatives, job aids, guidelines to continuously improve claims handling quality and execution in support of team and individual professional growth and development
• Build and maintain key relationships with internal stakeholders (e.g., Peers, Operations, Learning & Development, various executive management leaders) and external stakeholders (e.g., auditors and vendors)
• Bring a solid understanding of compliance issues and regulatory environment in all project development and implementation

Qualifications

• Auto Claim handling experience
• Auto appraisal experience
• Claims Audit, Quality Improvement/Quality Assurance experience
• Extensive knowledge of claims processes and procedures along with overall knowledge of insurance industry
• Possess an understanding of Guidewire ClaimCenter
• Project management experience preferred
• Database proficiency desired
• The preferred candidate has an ongoing pursuit of analytical credentials
• Excellent written and oral communication skills needed
• Ability to analyze data to form general rules or conclusions
• Ability to understand and communicate regulatory requirements and develop claims best practices
• Ability to use relevant information and sound judgment to determine whether processes or decisions comply with regulations or standards
• Ability to work, coach, and mentor effectively in a team environment
• Ability to establish and maintain effective working relationships with others
• Analytical mindset and the ability to make data-driven decisions
• Exceptional communication and interpersonal skills, with a focus on empathy and customer-centricity
• Demonstrated ability to work collaboratively with cross-functional teams
• Nimble and adaptable to a fast-paced and ever-changing environment
• Strong problem-solving skills with a keen eye for detail
• Self-motivated with a proactive approach to tackling challenges