Customer Service Manager
Resume:
Judith Barron Songy
Soddy Daisy, TN 37379
Email Address – *************@*****.***
Education:
Frostburg State University, Frostburg, Maryland
Bachelor of Arts degree in Psychology
Qualifications Summary:
A highly motivated HR professional with over eighteen years in disability and absence management, with concentrations in workers compensation, leave management, ADA, and Human Resources. Excellent communication and interpersonal skills. Strong analytical, medical, and vocational case management skills. Proficient negotiations and collaborations with external and internal customers, and vendors at all levels. Strategical problem-solving and critical thinking skills, producing respected, quality, and creative work products.
Professional Experience:
Covenant Transportation Group June 2013 – Present
Workers Compensation/OSHA Manager
Accountable for overseeing all aspects of day-to-day operations, supervision, and claim investigations of the company’s workers’ compensation program. Manage the transitional duty program. Maintain and submit company OSHA records. Responsible for development, delivery, and monitoring of Key Performance Indicators for workers’ compensation and transitional duty program including improvement of communication and data reporting, initiating new and improved claim investigation standards, and development of loss prevention programs and trainings for all employees. Oversee analytics including collection and interpretation of loss prevention data to identify trends and root causes of accident/incident to educate employees, managers, and professional driving fleet on prevention of accidents. Daily interaction with all levels of executive management, the Department of Labor, supervision and selection of external vendors including medical providers, legal resources and partners, and other professional resources.
Integrity Staffing Solutions for Amazon (Seasonal/Temp Positions) Nov 2012 – June 2013
Human Resources Coordinator and Safety Manager
Responsible for conducting daily employee relations activities, directing employee/employer investigations, maintaining HR documentation system, providing guidance to management staff members on HR issues, policy and procedural questions in a fast paced, 24/7 operating warehouse environment.
Responsible for daily management of workers compensation claim filing, and initial medical/vocational management of claims; investigation and management of ADA medical work accommodations to resolution of case; provision of daily and on-call response to medical emergencies and on-the-job injuries to evaluate employee needs, and appropriate medical care, or emergency response.
UNUM, Chattanooga, TN January 2003– May 2012
Disability Management Consultant, Corporate Human Resources
Review, recommend, and implement changes and updates to policies and practices for Disability & Absence Management for 4,000 plus employees in multiple Unum office locations.
Maintain over 90% success rate for Return to Work and Stay at Work programs.
Develop Stay at Work programs for employees who present with impairment or functional limitations impacting the employee’s ability to perform work tasks and to maintain productivity.
Establish and implement Return to Work programs for injured employees returning to work following an illness or injury.
Determine need for, coordinate, instruct, and implement assistive technology as medical work accommodations.
Initiate and complete review of inquiries, ensuring compliance with all aspects of the ADA including interactive process with employees.
Responsible for triage and review of all workers compensation injuries, and filing of all injury reports with workers compensation insurance carriers.
Liaison with external insurance carriers and all vendors related to workers compensation coverage.
Educational and training resource to Unum managers and employees on all aspects of Absence Management including ADA, FMLA, state leaves, and workers compensation.
Vendor management serving as primary coordinator for occupational and non-occupational assistance and quality management.
Ensure compliance and storage of employee medical records with all HIPAA rules and regulations.
UNUM, Chattanooga, TN August 2000 – January 2003
Consultant, Benefit Operations
● Supervise and mentor a team of Long-Term Benefit specialists in their overall management and processing of Long-Term Disability claims.
● Monitor individual development and performance management of each team member.
● Analyze departmental metrics, and implement claim management procedures for continual improvement in delivery of customer service and departmental goals.
● Perform comprehensive audits of claims, identify trends, recommend, and implement successful procedures, positively affecting departmental goals.
● Quality review of team claim management process.
● Identification & analysis of claim trends.
● Ongoing customer service and education.
CIGNA Corporation, Dallas, TX 1998 – 2000
Senior Case Manager
Develop, implement, and manage LTD Appeals Team for the Dallas office.
Liaison with Appeals team and Claim Operations management.
Responsible for quality control and trend analysis.
Case Manager 1996 – 1998
Manage a block of Long Term Disability claims including Administrative Services Only (ASO), Fully-Insured LTD, Life Waiver of Premium, Total, and Permanent Disability.
Ongoing partnership with internal and external customers and resources to assist in claim management.
Maintain excellent customer service skills.
Awards & Recognitions:
Member of Society for Human Resource Management, Chattanooga Chapter.
Developed and presented seminar at national United States Business Leadership Network (USBLN) and JAN conference, September 2010, on Concrete Steps to Measurable ROI, Accommodation & Increased Productivity.
Completed coursework and attended 2008 SEAK annual Workers Compensation & Occupational Medicine conference.
Completed coursework and attended Job Accommodation Network (JAN) – Office of Disability Employment conferences (2004, 2005, and 2009).
Completed Certified ADA Administrator course.
Recipient of Unum’s Customer Care Star Team Award for successful implementation of self-insured account and take over business.
Recipient of service medal for outstanding work and contributions to the CIGNA Dallas claim office.
Recipient of CIGNA’s first You Make a Difference Award for outstanding work and contributions to the Dallas claim office.
Created standardized correspondence and diagnostic specific questionnaires for IME's and medical record reviews that were implemented network wide for GENEX Services.
Developed & presented CEU course for Workers Compensation adjusters on Understanding Impairment Rating Assessments with Dr. Richard Jones, Medical Director, Plano (currently HealthSouth) Rehabilitation Hospital.
Completed seminar courses on Basic Supervision, Crisis Intervention, Managing Difficult People, and Working with Developmental Delays.
Completed Alan Pass Project and course in Crisis Intervention.
Certified Medications Trainer for the State of Pennsylvania.
Contact this candidate