Brigid Duncan Email & Phone Number

Lincoln, Nebraska, United States

• One of four Sr. Consultants reporting to the Director of Claims Best Practices & Knowledge Management. Responsible for advising/consulting with project teams/departments across the enterprise regarding claim mgmt. processes and best practices for a portfolio of eight disability & paid leave products spanning three claim systems from two legacy companies• Supported the strategic goal of expanding LFG’s footprint in the statutory paid family and medical leave space by authoring the 250+ page process manual for LFG’s Colorado Paid Family and Medical Leave product offering; developing claim forms/correspondence, job aids, and Excel benefit/eligibility calculators; and reviewing all marketing/training content for accuracy• Updated procedural documentation based on regulatory changes for 10 CODE tasks in 2023, using the opportunity to enhance content for adult learners, adding streamlined formatting for quick review, content on the “why” behind the change, and examples and visual aids to accompany written text• Solved process/procedure problems and answered complex questions for the 1,300-person Short-Term Disability and Leave department by engaging relevant stakeholders to understand needs/expectations, researching compliance requirements, assessing downstream impacts, and presenting recommendations to executive leaders, garnering buy-in from all for the proposed solution• Successfully saved LFG $6M in fines by managing a five-month-long project to rectify a time-sensitive data collection and reporting compliance issue that spanned two claims processing systems by forming and training a remediation SWAT team, working with IT to develop a systematic control to ensure ongoing compliance, and verifying accurate reporting to the state agency• Decreased costly decision time metric by approx. 10% by working as part of a cross-functional team that developed a “fast-track” claim approval process for 40% of claims considered to be low-risk

Lincoln, Nebraska, United States

• One of six Risk Consultants responsible for analyzing and determining the root cause of performance gaps within Short-, and Long-Term Disability claim departments (est. 2,500 employees) through the collaborative development and data analysis of 10-12 problem-specific audits annually, using Microsoft PowerPoint, Teams, and Excel• Facilitated targeted training and developed tools/resources to reinforce procedures/practices related to effective telephone calls for case management, action plan development, and complex benefit calculations, contributing to the post-acquisition strategic goal of improving/aligning risk mgmt. practices across platforms• Designed a 6-module self-paced, role-specific Excel learning curriculum for my team, closing the gap between skill levels and improving our ability to provide statistical data to support recommendations • Represented the Claims Risk Management & QA department in my division’s Career Immersion program by delivering a presentation to a virtual audience of 250+ employees about our teams’ roles, how we contribute to the organization’s overall strategy, and potential career path options, receiving accolades from two VPs• Successfully managed project to implement the Risk Consulting Office Hours program that provided 120+ Short Term Disability Claims Specialists with daily access to experienced Risk Consultants to collaborate on, and increase knowledge and proficiency with, complex case management strategies• Contributed to LFG’s post-Covid stabilization strategy by coaching newer managers through productivity/proficiency challenges and by facilitating the Efficiency Work Group to stabilize backlogged workloads of a 200-person department

Lincoln, Nebraska, United States

• One of three consultants reporting to the Short-Term Disability AVP; responsible for conducting audits/analysis of short-term disability claims, reporting performance trends/training opportunities, and recommending solutions to leadership team that would positively impact service metrics, workloads, and operational effectiveness• Designed and delivered three in-person strategic training initiatives for Short-Term Disability Claim Specialists covering California-policy claim procedures, employer reimbursement practices, and complex benefit calculations using Microsoft PowerPoint• Performed post-training audits of improvement initiatives to ensure compliance and progress of desired outcomes, resulting in a 5-15% increase in audit scores• Served as subject matter expert on various departmental strategic initiatives, adding value to approximately 4-6 projects per year, using my extensive knowledge base and relationship building skills

Greater Omaha Area

• One of six managers reporting to the Short-Term Disability (STD) AVP; responsible for managing a team of 8-12 Leads and Claim Specialists to process and manage Short Term Disability claims, while building and maintaining strong relationships with customer HR administrators and internal account management/sales reps for approximately 80 customer accounts • Created and maintained a culture of diligence, integrity, and recommendable customer service through the development of engaging recognition programs, regular one-on-one or team meetings, and effective performance management plans• Positively impacted department’s turnover trend and my team’s performance/outlook by using strong coaching skills and effective performance management plans with two employees who were at risk of termination/quitting; received accolades from both AVP and VP for this success • Awarded the Key Turner Award, presented by the National Account Management & Sales teams for my and my team’s outstanding service skills, responsiveness, and partnership• Created efficiency gains of approximately an hour per week, per person for the 130-person department by improving the early claim submission process, and creating initial claim review and troubleshooting guides for Claim Specialists • Collaborated with human resource administrators, sales representatives, account managers, and underwriters to ensure established and incoming contracts delivered on customer expectations within system limitations, while also adhering to company, state, and federal guidelines and regulations• Created and maintained a culture of diligence, integrity, and recommendable customer service through the development of engaging recognition programs, regular one-on-one or team meetings, and effective performance management plans for my team of 10-12 Claims Specialists that led to consistent achievement of departmental service metric benchmarks

Greater Omaha Area

• The sole Senior Claim Specialist reporting to my team's Claims Manager; responsible for the talent development and ongoing learning of new Benefit Specialists through a formal mentoring program and of tenured Specialists through on-the-job coaching• Coached and mentored six new and 8-10 tenured Benefits Specialists to achieve department service metric benchmarks and effective case management practices by focusing on consistent communication and proper evaluation of medical records/documents• Recognized for coaching style that encourages the development of critical thinking and relationship building skills• Positively impacted customer retention by diffusing escalated customer service situations and creating effective recovery plans• Delivered 6-10 implementation presentations annually to new customers to set expectations of claim processes, answer questions, confirm any outstanding tasks to ensure we are meeting their needs, and to build a strong working relationship• Positively impacted customer retention by diffusing escalated situations and creating effective service recovery plans• Delivered implementation presentations to new customers to set expectations of the short-term disability claim process, answer questions, confirm any outstanding tasks to ensure we are meeting their needs, and to build a strong working relationship

Omaha, Nebraska

• Managed caseload of up to 150 Short Term Disability claims by focusing on proactive communication with employees, their healthcare providers, and our client; setting clear expectations; and empathetic relationship building• Coached and mentored newer/struggling Benefit Specialists to improve payment accuracy, action planning, and case mgmt. skills

• One of 2-3 managers (depending on location) reporting to the Store Manager; responsible for onboarding and coaching all employees, meeting sales targets, and managing inventory and floorset execution • Led region’s management and leadership training program for two years by facilitating meetings with 15-20 participants, coaching through on-the-job assignments/challenges and mentoring promising leaders

Papillion, Ne

Council Bluffs, Ia