Project Management - Group Short Term Disability Claims and FMLA Participated in a benefit center project that encompassed the intake, short term disability, and FMLA organizations. During this project, my accomplishments included: •Conducting internal and external customer research to develop key drivers of customer satisfaction.•Creating standard operating processes and process confirmation documents for each role developed through the project.•Aiding in the deployment of operational management to the group short term and FMLA business by practicing and teaching the principles of lean management. Project Management - Voluntary Benefits Organization•Created and implemented a business plan for clinicians to make clinician-to-clinician telephone calls to help benefit specialists make faster claim decisions. •Developed an enhancement that lowered turnaround time for pre-existing reviews by 9 days. •Altered the clinician review model – an alteration that saved the department $8,000 in labor costs based on a review of staffing costs and VBS needs. •Implemented monthly, clinician-lead training to broaden the medical knowledge of benefits specialists.•Implemented a clinical resource line between benefit specialists and clinicians to shorten claim reviews.•Created a tool for benefit specialists and clinicians to provide mutual feedback.•Consolidated and modernized templates that outline necessary documentation for clinical services. Team Leadership and Coaching •Answered complex claim questions for my team.•Handled escalated customer calls.•Conducted monthly process update meetings.•Facilitated monthly ongoing training sessions.•Continuously formulated and executed plans to spread work equitably across disability teams. •Provided personalized one-on-one leadership development coaching to five benefit specialists. •Provided desk-side work list management training to two benefit specialists.