Greg Hafner Email & Phone Number

New York, Ny, Us

Bedminster, Nj

Bridgewater, New Jersey, United States

Recruited back to organization to lead program strategy and execution for delivering quoting, underwriting administration, and claims capabilities to create end-to-end employer and claimant experience.

Bethlehem, Pennsylvania, United States

Directed strategic planning and day-to-day operations including life, absence, disability, supplemental health, and dental. Led staff of 500+ employees in multiple U.S. locations and supporting staff of 150+ in India. Managed 14M+ claims annually, $50M in direct expenses, and $2B+ in annual claim payments. - Drove materially improved disability claim management outcomes through data analytics, talent development, and program re-engineering. - Stabilized dental claim operations and delivery, reducing cycle time through increased automation and process re-engineering. - Enhanced clinical review program and incorporated AI technology, improving consistency of outcomes and yielding $20M in annual accuracy improvements. - Developed multi-year plan, achieving substantive reductions in claims unit costs through efficiency improvements, increasing electronic adoption, and sourcing optimization. - Doubled dental electronic payment rate, introduced automation of Supplemental Health claims, and leveraged RPA, driving 6-point improvement in auto adjudication. - Researched market, established relevant metrics, and created efficient processes, improving supplemental health service times by 50% with no added costs and driving significant improvements in customer satisfaction. - Championed claims transformation process, creating simpler digital customer experience backed by scalable operations.

Bridgewater, New Jersey, United States

Managed operations, strategic planning, and outcomes of service operations including implementations, contracts, customer data exchanges, and service. Led staff of 450+ employees in multiple U.S. locations and managed staff of 100 globally. Directed implementation of 9K+ customers annually and delivered service to 36K+. - Stabilized operational performance and developed tactical solutions, delivering expanded voluntary product offering. - Developed and implemented revised metrics and tracking program, creating visibility across departments into complete customer experience increasing satisfaction scores by 20%. - Drove substantial improvements in key outcomes through implementation of revised end-to-end workflow and metrics program and leveraged Lean Management systems, increasing operational readiness outcomes by 50+% while reducing overall unit cost and maintaining excellent quality results. - Executed organizational strategy, creating cross-functional working teams across organization and establishing a sustainable structure.

Bridgewater, New Jersey, United States

Directed operations and planning as well as drove results for the Group Short Term Disability and Total Absence Management Claim and Service Operation. Oversaw staff of 450+ employees in multiple locations serving 10K+ employer customers. - Achieved organizational growth and improved expense ratio by implementing operational strategy developed from comprehensive process review and re-engineering initiative. - Developed and implemented robust and sustainable quality review program, stabilizing, improving, and returning durations and approval rate accuracy to actuarially appropriate levels. - Spearheaded vendor management and sourcing strategy including re-engineering of call process, reducing recurring annual costs by $3M and improving customer satisfaction. -Reduced overall claim unit costs by 15% while driving year-over-year improvements in customer satisfaction by introducing revised metrics, process change, and supporting structure. - Managed significant growth of absence management operations while delivering consistently high levels of customer satisfaction and maintaining 100% compliance.

Bridgewater, New Jersey, United States

Led strategy, process, and specialty services teams for Group Disability Claim Operation. Designed, managed, and drove continuous improvement of end-to-end process for all disability offerings and ensured compliance, effectiveness, and market competitiveness.

Bridgewater, New Jersey, United States

Directed business process outsourcing and strategic management of $50M vendor expenses for the Disability & Absence products. Delivered 15% net reduction in total vendor expenses. Oversaw migration of select claim support functions to offshore. Implemented significant process changes to drive appropriate utilization rates and channel usage that reduced physician vendor expenses by $2M.

Bethlehem, Pennsylvania, United States

Bethlehem, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

Master Of Business Administration - Mba, Risk Management

Bachelor Of Arts - Ba