Manager Case
Resume:
Karen Kirby
Manchester, CT ***** **********@***.*** 914-***-**** linkedin.com/in/karen-kirby-8ba3047
Operations Management and Leadership
Innovative and strategic Management professional known for leading, supervising, and developing team members to meet individual unit performance objectives. Recognized for building effective teams by challenging and inspiring business results and motivating through leadership and celebrating successes. Positively communicating unit, department, and company goals in order to achieve understanding and acceptance. Areas of focus include:
Create and Implement New Processes and Procedures
Coaching and Mentoring
Training and Development
Team Building and Leadership
Subject Matter Expert (SME)
Long-Term and Short-Term Disability
Call Center
Claim Implementation
Highlighted Accomplishments
•Created, tested and rolled out new processes and procedures for Long-Term Disability (LTD).
•As a Senior Case Manager - successfully trained a team on systems and processes related to the
•LTD department.
•Participated in finalist presentations - facilitating customer visits and taking a lead role on calls to customers to help address questions and explain the rollout process of claims.
•Acted as a subject matter expert (SME) providing support to the team on behalf of management and other departments including: Short-Term Disability, Call Center, Underwriting, Implementation of new Accounts, Account Managers in the field and Sales Representatives.
•2 years’ experience as Unit Leader while working at MetLife: Successfully leading a team of both Long-Term and Short-Term Disability Case Managers.
Professional Experience
Symetra, Enfield, CT
Senior Unit Manager 2017 – November 2018
Direct a team of 10-16 case managers.
Provide coaching, feedback and developmental opportunities, as well as building effective teams.
Holding employees responsible for performance by ensuring quality control and analysis for company targets and goals.
Resolve escalated issues involving employees, customers and vendors as necessary.
Identifying trends for continuous improvement in quality, productivity and customer experience.
Accountable for managing daily workflow to meet Service Level Agreements, including making recommendations for maintaining appropriate staffing levels.
Senior LTD Case Manager 2013 – 2017
Reviewed and determined liability on incoming and ongoing Long-Term Disability claims in a start-up organization.
Support the growth of our business by handling a large and diversified caseload as well as specialty accounts that require specific handling and frequent interactions with the policyholders.
Adhered to regulatory compliance standards by conducting reviews and determining the need for medical, vocational, legal and surveillance experts in assistance with claims handling.
Managed the training and development of new hires as well as ongoing coaching and mentoring within the team.
Karen Kirby
**********@***.***
Page Two
MetLife, Bloomfield, CT
Sr. LTD Case Manager 2003 – 2013
Reviewed and Determined liability on incoming and ongoing LTD claims.
Acted as a team member providing superior customer service to policyholders while handling a large diversified caseload.
Daily routines involved - claims review to determine the need for specialty resources, training, mentoring and process development.
Unit Manager 2009 – 2011
Managed a unit made up of both LTD and STD case managers.
Accountable for ensuring the team met performance guarantees, high quality claims decisions, and provided superior customer service to all policyholders and claimants.
Set clear expectations to the team and responsible for managing to performance requirements ensuring adherence to both legal and operational guidelines, related to claims.
Additional Relevant Experience
MetLife, Bloomfield, CT
Case Manager, Trainer, and Technical Specialist all related to Group Life and Disability.
Cigna, Tarrytown, NY
Senior Case Manager
Unum, Tarrytown, NY and Portland, ME
Senior Case Manager
Education
Mount Saint Mary’s College – Bachelor of Arts (BA) in Political Science
Licenses
NY State Independent Adjuster License for Accident and Health – obtained in 2014
Professional Development
University Southern Maine – Industry related courses in Personnel Law and Employee Fringe Benefits
Personal Interests and Hobbies
Enjoy charity work including participating in March of Dimes walks.
Volunteering with Symetra Week of Service and other charities within the community.
Avid reader and movie goer.
Contact this candidate