BLANCHE N. JOHNSTON
Virginia Beach
Summary
Claims examiner with over 20 years in the insurance sector, specializing in policy regulations and procedures. Proficient in managing high volumes of claims, conducting thorough investigations, and making evidence-based decisions. Demonstrated expertise in dispute resolution, loss minimization, and regulatory compliance. Successfully reduced company liabilities through effective case management and strong negotiation skills.
Overview
14
14
years of professional experience
Work History
Third Party Bodily Injury Adjuster
USAA
Chesapeake
04.2026 - Current
- Evaluated bodily injury claims, determining coverage and liability to facilitate timely resolution.
- Reviewed medical records and police reports, enhancing accuracy of claim assessments.
- Negotiated settlements with claimants and legal representatives.
- Resolved disputes between parties, ensuring fair outcomes for all involved in bodily injury claims.
- Maintained detailed documentation outlining claim status, investigation process, and resolution efforts.
Senior Auto Claims Injury Examiner
Chubb Group
Chesapeake
10.2024 - 04.2026
- Collaborated with medical and legal professionals to assess injury claims and negotiate favorable settlements.
- Analyzed medical reports and assessed injury extent to ensure appropriate coverage determination.
- Managed caseload of auto claims, reviewing documentation and investigating details to establish liability and validate claims.
- Analyzed policies for coverage and interpreted insurance laws to ensure compliance with regulatory requirements.
Total Loss Auto Claims Adjuster
Liberty Mutual
Virginia Beach
09.2021 - 10.2024
- Evaluated and resolved an average of 140 total loss claims per month, ensuring timely and fair compensation for clients and adhering to industry regulations.
- Collaborated with legal and underwriting teams to streamline total loss assessment process, improving claim resolution times.
- Conducted interviews with claimants and witnesses to gather critical information for accurate claim evaluations.
- Maintained comprehensive knowledge of state and federal regulations to ensure compliance in total loss claims handling.
Customer Experience Analyst
Conduent Business Solutions
Chesapeake
11.2017 - 09.2021
- Developed and maintained customer experience KPI dashboards to monitor performance metrics and highlight improvement opportunities.
- Utilized CRM software to segment customers, enabling targeted marketing campaigns.
- Analyzed call center data to uncover insights for operational enhancement.
Reimbursement Specialist
HomeChoice Partners - A BioScrip
Norfolk
10.2012 - 09.2017
- Facilitated the timely processing of over $1M reimbursement claims monthly.
- Collaborated with healthcare providers to resolve billing discrepancies, reducing outstanding claims by X%.
- Implemented tracking system for claims processing, improving resolution times by 30 days.
- Trained and mentored 4 junior specialists on reimbursement protocols, fostering collaboration within team.
Education
CPCU - Insurance Operations
The Institutes
01-2025
MBA - Health Care Administration
South University
Virginia Beach, VA05-2024
Bachelor of Applied Science - Health Sciences
South University
Virginia Beach, VA10-2023
Skills
- Coverage assessment
- Negotiating settlements
- Policy review and negotiation
- Investigation and analysis
- Attention to detail
- Time and desk management
- Problem solving
- Oral and written communication
Timeline
Third Party Bodily Injury Adjuster
USAA
04.2026 - Current
Senior Auto Claims Injury Examiner
Chubb Group
10.2024 - 04.2026
Total Loss Auto Claims Adjuster
Liberty Mutual
09.2021 - 10.2024
Customer Experience Analyst
Conduent Business Solutions
11.2017 - 09.2021
Reimbursement Specialist
HomeChoice Partners - A BioScrip
10.2012 - 09.2017
CPCU - Insurance Operations
The Institutes
MBA - Health Care Administration
South University
Bachelor of Applied Science - Health Sciences
South University