Summary
Overview
Work History
Education
Skills
Timeline
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Jamie Smith

New Castle

Summary

Strategic Claims Leader with 7+ years of experience driving operational excellence in the insurance and veterinary sectors. Proven ability to lead high-performing teams, streamline processes, and deliver measurable results in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Claims Manager

Independence Pet Group
03.2022 - Current
  • Led a team of 3 onshore specialists and 100+ offshore users, improving processing efficiency by 68% through workflow redesign and automation.
  • Optimized workflows and processes to enable a lean team of 9 to deliver results previously handled by 28, achieving a 67.86% reduction in headcount, an increase in per-person efficiency, and improving accuracy from 60% to over 90%.
  • Collaborated with cross-functional teams to launch OCR projects and protocol enhancements, delivering results within budget and ahead of schedule.
  • Served as an escalation point for complex issues, improving resolution time and stakeholder satisfaction.

Medical Records, Partner Support Manager

Trupanion
03.2021 - 03.2022
  • Managed relationships with over 30 territory partners, increasing partner satisfaction scores by 87%.
  • Designed and executed training programs for new hires, reducing onboarding time by 50%.
  • Conducted regular call audits and performance reviews, resulting in a 32% improvement in service quality.
  • Supported implementation of new CRM tools, enhancing reporting and partner communication.

Clinical Supervisor

MedVet
07.2018 - 02.2021
  • Supervised and coached a team of veterinary technicians, fostering a culture of accountability, empathy, and continuous improvement.
  • Developed and implemented new clinical protocols and training materials, improving onboarding efficiency and standardizing care delivery

Education

Associates Degree in Specialized Technology - Veterinary Science

Vet Tech Institute
Pittsburgh, PA
02-2019

Bachelor of Science - Animal Science

New Mexico State University
Las Cruces, NM
08-2017

Skills

  • Continuous Improvement
  • Protocol Creation
  • Budget Management
  • Stakeholder Engagement
  • Visionary
  • Conflict Resolution
  • Logistics
  • Change Management
  • Claims Analysis
  • Procedure implementation
  • Policy Interpretation

Timeline

Claims Manager

Independence Pet Group
03.2022 - Current

Medical Records, Partner Support Manager

Trupanion
03.2021 - 03.2022

Clinical Supervisor

MedVet
07.2018 - 02.2021

Associates Degree in Specialized Technology - Veterinary Science

Vet Tech Institute

Bachelor of Science - Animal Science

New Mexico State University

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