When Kim Miranda got married in July, she planned an entire wedding weekend in nine months, complete with spreadsheets, schedules, and clearly assigned responsibilities. Organizing people and moving things forward comes naturally to her. So does making people feel comfortable along the way.
At Benekiva, Kim brings both qualities to helping clients implement and adopt the platform. With a background spanning hospitality and software delivery, she knows when to keep things moving and when to pause, listen, and ask another question.
For this edition of Behind the Claims, we talked with Kim about supporting claims teams through change, listening beyond the first answer, and a conversation with a client about Hawaii that reminded her why this work matters.
I actually started in hospitality. I worked at the Omni Parker House in Boston after college and also at the Ritz-Carlton. That experience shaped how I think about service, listening, and taking care of people. Eventually, a friend connected me with an opportunity at a software company. I worked in financial software and then spent 11 years in ESG, working with energy software. We handled transaction management and billing, bringing in data from energy companies and processing customers’ bills. That’s where I gained a lot of my experience with software integrations and implementations.
Christina, Benekiva’s VP of Delivery, reached out to me. I already knew her, and as I started meeting people at Benekiva, I kept hearing the same thing: we’re trying to help our customers’ clients. That made an impression on me. I’d spent years implementing software, but here we were talking about the person waiting for a claim payment and what making the process faster could mean for them.
It brought different parts of my career together. I could take the service experience I started with, combine it with everything I’d learned in technology, and use both to help people. That was exciting to me.
I help get clients onto our claims platform. That includes implementations and production support, so I spend a lot of time working with both clients and our internal teams. What I really enjoy is leading and working with people. I like understanding them, listening to them, and helping everyone get to a solution.
We do implementations all the time, but the people across the table are responsible for processing claims and meeting their own goals. They still have a job to do while they’re learning something new. Then we come in and say, “Here’s this software. Learn this. Do this.” We may think it’s easy, but it can feel overwhelming to them.
One of my favorite parts is seeing that change over the course of an implementation. People who were nervous at the beginning are laughing with us, asking questions, and getting excited about using the system. Helping them reach that point is a big part of the work.
During a requirements visit, a woman on the claims team told us she hadn’t been able to take a vacation. Her husband had wanted to go to Hawaii for ten years, but so many of the manual details of processing a claim depended on her knowing what to do. She was worried about what would happen if she left.
We showed her the software, and she became emotional. She started talking about the possibility of finally taking that trip after implementation. That really impacted me. We talk about helping beneficiaries, and that matters enormously. But we’re also helping the people who process those claims. They have important responsibilities, and sometimes they’re carrying more than you realize, and lightening that load could mean a lot, not just for their work but for their life.
Your claims team deserves technology, and people, that make their work easier. Learn how Benekiva helps carriers simplify claims and supports the teams behind them, from implementation to everyday use.
