Rochele Pena

Experience

• 

  Health Plans, Inc.

  Nov 2008 - Aug 2010

  Pricing Analyst

  • Researched and analyzed provider appeals, inquiries, and escalations with respect to paid claims and provided a response for the customer service representative to relay• Applied manual pricing on billed codes that fell outside of the system rules • Maintained work flow rules and set-up for the team

• 

  Liberty Mutual Insurance

  Aug 2010 - now

  • Leverage client data to develop and report out on metrics and data trends through the creation of custom dashboards within Power BI and the leading of operational result calls with key stakeholders• Analyze, process, and reconcile client premium and loss bordereaux reports to ensure treaty adherence, monitor program performance, and certify accurate financial bookings• Work cross-functionally to drive process standardization and establish reconciliation procedures• Assist in the onboarding of new client companies, engage with clients to ensure the unique needs of their program are set up accordingly, and act as a liaison with internal segment representatives Show less • Managed team of five Account Analysts (AAs); mentored AAs to improve technical and behavioral capabilities• Fostered a collaborative team environment that was conducive to continuous improvement through root cause problem solving• Partnered with underwriting to establish priorities and redirected work when needed to meet service standards• Collaborated with internal partners to streamline workflow, evaluated effectiveness of transitioned tasks and identified new opportunities which drove productivity increases of 30% per AA, allowing each to take on greater underwriting responsibilities• Maintained compliance requirements as well as developed and enforced standard operating procedures• Researched internal and external communications and correspondences with a high degree of expertise• Provided various reporting on unissued policies, outstanding billing instructions, expedited renewals, and staffing models Show less • Analyzed and deconstructed new and renewal submissions by assessing risk exposures, reviewing required submission documents, and entering requested coverages into the underwriting platform• Proactively identified and evaluated red flag items such as poor loss history, clearance conflicts, and producer licensing issues• Worked collaboratively with internal and external customers to facilitate the processing of business and resolution of problems • Executed post sale workflow within established service level agreements to include proposals, binders, billing and issuance• Priced low hazard new business and renewal accounts, contributing to the departments new business and retention goals Show less

  • Consultant, Product Analysis

    Dec 2024 - now

  • Senior Product Analyst

    Nov 2023 - Dec 2024

  • Sr. Reinsurance Servicing Specialist / Client Service Manager I

    Aug 2021 - Nov 2023

  • Supervisor - Underwriting Support, Equipment Breakdown

    Nov 2015 - Aug 2021

  • Sr. Underwriting Assistant, Equipment Breakdown

    Sept 2013 - Nov 2015

  • Sr. Customer Claims Representative - Property Damage Liability

    Aug 2010 - Sept 2013