Jordan Zwerdling Email & Phone Number

Orono, Me, Us

• Monitor, proactively identify trends and report issues that are impacting Short Term Disability, ADA and FMLA files.• Address and resolve any claim/leave issues in partnership with operational teams.• Assist clients with claim and leave questions and/or escalations as needed via email, phone call, in person meetings, etc.• Assist in educating clients on products and related STD, ADA and FMLA workflows and regulations.• Educate operational teams on new products, regulations, changing needs and updates to claim/leave adjudication and client preferences.• Provide feedback, training, recognition and mentoring to operations teams and individual specialists and assist in facilitating problem solving and continuous improvement.• Provide guidance to ensure client specific workflows and requirements for claim/leave administration are understood and documented.• Support with updating and maintaining content for client preferences and special handling instructions.• Partner effectively with Marketing/Sales teams to identify service issues and provide recommendations and solutions to clients.• Ability to reach resolution through effective action plan development and timely execution.• Effectively understand the products and needs associated with the assigned block of accounts and field offices.• Develop and build personal connections with clients for assigned blocks of business.

• Responsible for the thorough, fair, objective and timely adjudication of short-term disability and FMLA claims in conjunction with providing technical expertise regarding state leave regulations.• Provide excellent customer service and interact with claimants, policyholders, health care providers and other specialized resources.• Apply technical contractual knowledge (policies and provisions) to ensure appropriate eligibility requirements, liability decisions and financial offsets.• Determine complex eligibility and availability of leave for integrated claims/leaves.• Responsible for timely and accurate claims review, initiation and completion of appropriate claim validation activities, and effective communication of rationale for claims action.• Determine and generate appropriate communications to comply with FMLA and state regulations and customer procedures.• Provide technical coaching, management and mentor support to less experienced Absence Management Center professionals.• Verify ongoing liability and return to work opportunities as appropriate.• Provide excellent customer service by paying appropriate claims promptly and independently responding to all inquiries within benefits service guidelines.• Develop relationships with policyholders including HR administrators. • Coordinate file strategies utilizing specialized resources including nurses, physicians, vocational rehabilitation and assessing medical documentation.• Ensure timely referrals/notifications to other areas (i.e., Long Term Disability, ADA, medical assessments, etc.) as appropriate.• Ensure a timely and well communicated transfer process when transitioning integrated claims from Short Term Disability to Long Term Disability, ensuring a seamless claims experience to claimants.• Maintain organizational service standards on all assigned claims and leaves.• Be familiar with specialized workflow requirements and performance standards for any assigned customers.

• Responsible for the thorough, fair, objective and timely adjudication of assigned disability claims.• Provide excellent customer service and interact with claimants, employers, health care providers and other specialized resources.• Broad knowledge of disability contracts, policies and products and continued understanding of medical and vocational issues.• Apply and analyze technical contractual knowledge (policies and provisions) to ensure appropriate eligibility requirements, liability decisions and financial offsets.• Responsible for timely and accurate claims review, initiation and completion of appropriate claim validation activities, and effective communication of rationale for claims action.• Verify ongoing liability and develop strategies for return to work opportunities as appropriate. Continue to develop and strengthen claim validation and return to work techniques.• Provide excellent customer service by paying appropriate claims promptly and quickly responding to all inquiries.• Coordinate file strategies utilizing specialized resources including nurses, physicians, vocational rehabilitation, etc.• Evaluate need for and ensure timely referrals/notifications to other areas (i.e./ Long Term Disability, FMLA, medical assessments, etc.) as appropriate.• Ensure a timely and well communicated transfer process when transitioning integrated claims from Short Term Disability to Long Term Disability, ensuring a seamless claims experience to claimants.• Maintain organizational service and quality standards on all assigned claims.• Be familiar with specialized workflow requirements and performance standards for any assigned customers. Serve as a resource to trainees as needed.

Brewer, Maine

• Responsible for marketing strategy, campaigns, and budget for four separate lines of business.• Creation of all digital and print advertising content for both domestic and international campaigns.• Analyze data from Google Analytics and Adwords to optimize online presence.• Develop innovative marketing strategies including direct mail campaigns, blog advertising and alternative search engine advertising for nontraditional products.• Collaboration with engineering and sales teams for development and implementation of new market strategies.• Maintain and update existing website while developing online store and processing orders both online and via email & phone.• Formulate email templates and business leads & contacts organization and development procedures for use in CRM.• Build and maintain strategic customer and business relationships.

Trenton, Maine

• Managed and expanded existing social media accounts (Facebook, Twitter, LinkedIn, Instagram).• Updated existing website - designed new website to incorporate mobile compatibility, improved SEO and automatic blog updates.• Marketed long-standing products and state of the art innovations.• Created all content, including photography, videography, writing and graphic design for press releases, mass e-mail campaigns, product brochures, trade show advertising, iPhone and Android apps, websites and social media.• Scheduled trade shows, business meetings and travel itinerary for sales team and CEO.• Evaluated customer feedback and analyzed competitor activities.• Collaborated with engineering personnel and sales force to develop market strategy.• Built and maintained strategic customer and business relationships.

Mdi, Maine