Manager Customer Service

Gregory Joiner, JD, CPCU

** ********** *****

Hampton, New Hampshire 03842

603-***-**** *******@*****.*** www.linkedin.com/in/gjoiner

Summary

Innovative and analytical Insurance industry professional with 16 years of progressively more substantive and successful experience managing employer Claim Portfolios to the best possible outcomes in corporate, carrier, third party administrator and self-insured work environments.

Eleven years’ experience as a corporate insurance manager responsible for directing dedicated Claim Account teams – at Liberty Mutual, this included 35 claim professionals managing Auto, Liability and Workers’ Compensation losses in all state jurisdictions within the United States

Experienced project manager trained in Agile, CAP, Lean & Six Sigma frameworks – received “Partners in Excellence” Leadership Award recognizing successful implementation of a new Pharmacy Benefit Management program & Excess carrier procedures, which resulted in $2 million in reimbursements

Ten years’ experience producing executive-level analytics reflecting claim portfolio performance across industry measures – delivered via a custom Hyperion Dashboard integrated with Liberty’s RMIS

Fifteen years’ experience leading and developing talent – received the highest Employee Engagement score for a HR/Workplace Health manager following Partners’ 2018 corporate staff survey

Experience

Partners Healthcare System, Somerville, MA July 2017 – September 2018

Manager, Workers’ Compensation Division, Human Resources, Workplace Health & Well-Being (WHW)

Served as operational leader of Massachusetts’ largest private employer’s self-insured, self-administered Workers’ Compensation (WC) program, which services twenty hospitals, including Brigham & Women’s, Mass General, McLean and Spaulding Rehabilitation.

Responsible for strategic planning to ensure the WC Division was prepared to meet the company’s rapidly evolving insurance needs; led WC Division projects, including initiatives to on-board new affiliates (Mass Eye & Ear/Wentworth Douglas Hospital), new jurisdictions (New Hampshire/Rhode Island), and a new claim system (Origami)

Charged with corporate oversight responsibility for all WC matters, including front-line claim determinations such as compensability, financial authority and litigation management; directly accountable for WC Division performance measures to WHW leadership; managed OSHA’s mandatory occupational incidence reporting administration services for affiliates

Delivered on site, value-added WC and OSHA subject matter expertise to Partners’ executives and business partners in the Office of General Counsel, Employee Relations and HR Shared Services, as well as affiliate leaders, managers and Talent Advisors

Directly responsible for hiring, training, developing and holding professional and administrative staff accountable for WC Division deliverables; managed twelve Claim/OSHA/Medical Specialists, including supervisory, exempt and non-exempt staff

Represented the interests of Partners at the MA Division of Industrial Accidents and other state & federal regulatory agencies; managed the WC Division budget and all vendor relationships, including brokers, attorneys and carriers/third party administrators

Liberty Mutual Insurance, Boston, MA February 2008 – June 2017

Manager, Safety & Claims Programs, Talent & Enterprise Services, Corporate Safety & Business Continuity

Served as Liberty’s corporate insurance manager responsible for oversight of the company’s internal Auto, Liability and WC claim portfolios, managed by dedicated Commercial Insurance Account teams.

Directly accountable to corporate and business area executives for Claim Portfolio performance; ensured enterprise Safety programs aligned with the company’s loss experience by directing or leading projects with business partners – during tenure, WC Claims Frequency decreased 50%

Directly responsible for measuring claim portfolio performance and producing executive-level reports and analytical tools; presented results to HR executives in Talent & Enterprise Services

Provided insurance and OSHA consultancy services to company executives, senior management and aligned business partners in Employee Relations, Corporate Legal and Real Estate Services

Managed a Claims Consultant, who was the dedicated contact for the Liberty Account Claim teams; also managed two Business Analysts, who supported reporting & analytics, safety programs & corporate communications, as well as enterprise project management

Directly responsible for ensuring the company was compliant with all OSHA regulations, including mandatory and Bureau of Labor Statistic incidence reporting; managed OSHA inspections of Liberty offices and provided employer responses to employee/customer complaints

Travelers Insurance, Bedford, NH July 2005 – February 2008

WC Claims Manager, National Accounts

Responsible for all WC claims activity in New Hampshire and Vermont; managed a staff of fifteen claim professionals (including a satellite claim office in Montpelier, VT) to meet file quality, expense management and customer service performance measures

Trained staff on thorough claims’ management and cost containment techniques

Served as a technical resource to help Claim Representatives resolve complex claim issues

Identified and initiated steps to manage performance deficiencies and address training needs

Maintained open and effective communication channels with customers, vendors and state insurance regulators

Sentry Insurance, Westford, MA April 2003 – July 2005

WC Claims Manager, National Accounts

Managed a team of fifteen WC claims professionals responsible for administering National Accounts in Connecticut, Massachusetts, New York and New Jersey

Responsibilities included staff hiring, training, performance management, balancing workloads, planning and leading claim reviews, conducting claim audits, reviewing high dollar reserve and settlement requests, resolving client questions/concerns and managing vendors

Served on a project management team responsible for developing litigation management and billing best practices; also advised on development of a new claim system

Education

University of Connecticut School of Law, Hartford, CT May 2002

Juris Doctorate, Law

Florida State University, Tallahassee, FL May 1997

Master of Science, Higher Education Administration

University of New Hampshire, Durham, NH September 1993

Bachelor of Arts, English

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