Greg(Ory) Mccleary Email & Phone Number

Des Moines, Iowa

Led/managed a team of ten claims examiners initially which later grew to a total of seventeen examiners and adjusters. Team processed health insurance claims for multiple market segments for services provided to Wellmark members by other Blue Cross and Blue Shield Association company providers. Coached, mentored, developed, and evaluated staff; recruited and on-boarded new members; resolved escalated customer service situations; initiated and implemented process improvements/process efficiencies.Accomplishments:* Transitioned examiner team from processing specialists (each examiner did specialized claims) to processing generalists (each examiner could process all aspects of a claim in the end to end adjudication process).* Assumed leadership of second team responsible for doing adjustments within nine months of joining leadership.

Des Moines, Iowa

Worked with multiple stakeholders to ensure the smooth implementation and timely delivery, while maintaining strong customer focus of our members’ needs, of system enhancements and enterprise projects. Performed all facets of project management including high level requirements (HLR’s), detailed business requirements (DBR’s), user acceptance testing (UAT), and business process documentation (DLP's).Accomplishments:* Authored many Membership and Enrollment based highly regulatory, statutory, and compliance sensitive documents when Wellmark went on the Public Exchange in Iowa in 2016. Approval was required from corporate counsel and audit areas to finalize.* Led an Operations cultural survey work group successfully which led to the opportunity of joining leadership.

West Des Moines, Iowa

Served as the chief business representative/analyst for the Death Match projected initiated in response to regulatory changes. Supported the claims director as a technical lead on all other claims related processes with the primary intention of improving overall service and decreasing cycle times.Accomplishments:* Oversaw the development of an in-house home-grown software application designed to administer the death match process. The tool was delivered on time, on budget, and is in the process of being implemented.* Created and implemented all necessary business processes / flows to support the Death Match Project. This was done in concert with many stake holders including attorneys, paralegals, operations leaders, application developers, and a project team. This was being done as legislation/case law driving the requirements was evolving.* Co facilitated the implementation of individual productivity standards for the Claims Department.* Assisted the newly hired claims director in improving service levels from 63% in March to consistently above 90% upon position elimination.

West Des Moines

Led/managed a team of ten annuity processing professionals. Team processed both financial and maintenance policy holder requests. Coached, mentored, developed, and evaluated staff; recruited and on-boarded new members; ensured daily workflow goals were met and service level agreements were improved or maintained; resolved escalated customer service situations; initiated and implemented process improvements/process efficiencies.Accomplishments:* Thirty percent of direct reports went on to fill more expanded roles in the organization due to mentoring and coaching. Achieved significant statistical improvements in productivity with nearly all team members.* Engineered and sustained an over 250% increase in productivity within six months of assuming role. This was achieved through building a culture of accountability, process improvement / process efficiency, and standardization of practices across distributions and geographic locations. Most importantly, this was accomplished with no additions to staff.* Created external service value adds and process improvements: 1. Initiated sending of frequently asked questions documents with all existing routine correspondence which lessened the volume of inbound calls in the Customer Contact Center. 2. Standardized processes, forms, and correspondence across distributions and geographic locations to deliver a similar customer experience and outcome. 3. Using Kaizen principles, designed a method of moving client funds internally from sub- company to sub-company which was less costly, more accurate, and reduced turn-around time by 50%.* Served as Relationship Manager to one of Aviva's oldest most integral career distribution partners.

Downtown Des Moines

Co-led/supervised a team of ten licensing and commissions professionals who contracted, supported, and compensated life and annuity agents. Resolved escalated calls; monitored telephony software to ensure calls were answered within company guidelines; monitored workflow to ensure requests were completed timely; trained, mentored, and supported team members; produced technical writing; and performed normal processing as needed.Accomplishments* Acted as the department liaison transitioning to a new workflow system on schedule and with minimal service implications.* Created an innovative methodology for comparing agent commission systems to the general ledger to ensure accuracy of tax reporting and mitigate financial risk.* Recognized and rewarded with a large dollar discretionary performance bonus for working the Information Technology department and an external vendor to resolve a commission cycle problem over the course of a weekend ensuring agents were paid as scheduled.

Downtown Des Moines

Processed all agent commission and compensation related duties including running the commission cycle, commission adjustments, tax reporting, terminating agent contracts, changing agent of record on policies, and changing agent compensation levels. Trained peers and ensured customer needs were met.Accomplishments* Promoted to Team Lead within three months of joining company.