Erica Paulsen
@ericapaulsen
Senior PIP claims operations leader and Guidewire InsuranceNow SME.
United StatesWhat I'm looking for
I am a Senior PIP Claims Operations & Quality Manager with over eight years leading high-volume Florida PIP operations across multiple organizations. I specialize in QA program development, performance management, supervisor calibration, and end-to-end workflow transformation.
As a Guidewire InsuranceNow (INow) subject matter expert, I have driven system configuration, billing vendor integrations, UAT testing, and automation to support statutory compliance and operational scalability. I design and calibrate QA scoring models, develop executive dashboards for SLA, accuracy, and audit trends, and serve as a senior escalation authority for complex files.
I have led teams up to 30 claims associates and collaborated on claims transformation initiatives to improve metrics, reduce defects, and align operations with regulatory requirements. I hold a Bachelor of Science in Health Care Administration and a Master of Jurisprudence in Health Care Law, and maintain multiple state adjuster licenses.
Experience
Work history, roles, and key accomplishments
PIP Claims Operations Manager
Pearl Holding Group
Jan 2023 - Present (2 years 11 months)
Lead Florida PIP claims operations, QA programs, and audit strategy; designed and calibrated QA scoring models and developed executive dashboards tracking SLA, accuracy, and cycle time. Served as Guidewire InsuranceNow SME, drove workflow configuration, billing vendor integrations, and supported claims transformation and UAT.
PIP Claims Examiner
Multiple Carriers
Jan 2018 - Dec 2023 (5 years 11 months)
Handled Florida and multi-state PIP claims ensuring statutory compliance, documentation and billing validation, and resolution execution while collaborating with leadership and QA to maintain audit-ready standards. Managed complex files and supported audit remediation and performance improvements.
Education
Degrees, certifications, and relevant coursework
Erica hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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