Microsoft Office A Team

Justine K. Young

* ****** ****, ****** **, *****

603-***-****

**********@*****.***

Professional Summary:

·Over five (5) years of experience in people-management.

·Excellent verbal and written communication skills, including creating and delivering training materials.

·Expert in Microsoft Office (Word, Excel, Outlook), financial and document management systems.

·Skilled at working as part of a team, coordinating with others, and working together to reach goals.

·Bilingual: English (fluent) and Spanish (proficient).

·Cultivating positive business relationships with customers and distribution partners across various departments.

Education:

University of New Hampshire - Durham, NH May 2015

Bachelor of Science, English Teaching (GPA: 3.56)

·Minors: Spanish, Writing

·Earned Dean’s List for multiple semesters with high honors

Related Experience:

Manager – Short Term Disability (STD) Claims March 2022-present

Lincoln Financial Group – Dover, NH

Managing up to thirteen (13) direct reports who adjudicate STD claims for my book of clients.

Cultivating positive working relationships with up to 160 clients and account management liaison partners.

Providing extensive coaching and development to direct reports for promotional opportunities and goals.

Experience in collaboration with HR in delivering and overseeing performance management plans.

Extensively reviewing reports to analyze individual and team-based data for areas of opportunity and promoting engaging team discussions to drive creative solutions.

Responding to verbal and written client and employee escalations and partnering to timely resolve escalated matters.

Participating in weekly, biweekly, or monthly client calls with distribution, client, and brokers to discuss ongoing plan management in accordance with the contract.

Partnering with senior leadership to assess metrics with plan to drive business results forward in accordance with company goals.

Senior Long-Term Disability (LTD) Claims Specialist October 2018-March 2022

Lincoln Financial Group – Dover, NH

·Managed over 140 long-term disability claims from a wide range of different customers.

·Reviewed extensive medical and contractual documentation to determine liability for benefit coverage based on contract.

·Primary mentor for new hire employee including collaboration with manager to track progress and offer support in role.

·Daily review of escalations coming from Short-Term Disability, including full claim review for accuracy, quality, and appropriate resource utilization, including providing feedback directly to case managers.

·Daily contact with customers including claimants, employers, and treating providers via written and verbal communication.

·Assisted manager in customer meetings to address questions and encourage customer engagement and participation

·Worked with physicians, vocational team, and nurses to review medical and identify return to work opportunities.

·Daily work in Microsoft Office, phone, and email in a fast-paced high demand environment with excellent time management.

Senior Integrated Short-Term Disability (STD) Claims & FMLA Case Manager June 2015-August 2018

Lincoln Financial Group (Acquired Liberty Life Assurance Company in May 2018) Dover NH

·Managed over 200 disability claims from multiple different customers

·Collaborated with customer’s HR and benefits administration to ensure appropriate benefit administration

·Learned contracts and customer nuances for over 10 different customers and tailored solutions for managing disability claims

·Utilized excellent customer service daily via phone and email to ensure a great customer experience.

·Reviewed clinical, contractual, and state law guidelines to ensure appropriate decisions being made on every claim

·Acted as primary backup to manager for customer contact and escalated matters.

·Established and maintained positive working business relationships with all customers.

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