Lainey Johnson Email & Phone Number

Phoenix, Arizona, United States

Maintain the overall responsibility for processing reasonable Workplace Accommodation, Continuous Leave of Absence, Intermittent Leave of Absence and Reduced Schedule Leave of Absence claims under the Americans with Disabilities Act in an ethical manner, ensuring proactive communication with claimants, treating provider, FMLA claims examiners, Disability claims examiners and clients. Serve as a mentor and reliable source of information for new hires and struggling claims examiners throughout the training or re-training process. Ensure availability to assist team members in dealing with escalated calls and escalated situations with claimants and clients alike.Successfully maintain a day current case load ranging between 220 and 240 total claims.Maintained history of meeting or exceeding all daily metrics consistently.Confirmed history of exceeding all end of year performance reviews.Support a team of 13 specialists by ensuring availability to provide assistance with questions and escalated issues.Assisted management in creating a new hire training and mentorship program for new hires.Aided in development of multiple struggling claims examiners to improve efficiency and claim management skills.Partner with management to complete qualify assurance audits and conduct retraining sessions as needed.Demonstrated ability to work well with others and often receives compliments from claimants, peers and clients.Participated in Fun Committee and Laughter Leaders Program.Stay up to date and in compliance with client specifics including performance guarantees for multiple clients.Regularly lead and attend on camera meetings with clients to ensure expectations are being met as well as provide guidance and process re-training as needed.Assisted management in running daily reports, facilitating team meetings and huddles and attending client meetings as needed.Demonstrated strong leadership skills and consistently served as a resource to team members.

Phoenix, Arizona, United States

Maintain the overall responsibility for processing short-term disability claims in an ethical manner, ensuring quality decisions, accurate time calculations, and proactive communication with claimants and employers.Facilitate timely transfer of long-term disability claims, without interruption or delay in decision time as well as deliver a very high level of consultative customer service.Assisted in developing multiple struggling case managers and de-escalating escalated phone calls and situations while maintaining a positive attitude and overall uplifting morale.Proven history of meeting or exceeding all measurable metrics.Recipient of multiple Rockstar awards for exemplary claims processing.Assisted management in running team meetings and huddles.

Phoenix, Arizona Area

Guide the professional efforts of a team of 15 responsible for processing home health referrals. Provide ongoing support, coaching and training to ensure overall quality control and production goals are met. Manage and track key metrics, including QPH (Quality Production Hours) to ensure all team members are meeting their daily goals and expectations. Hold direct accountability for conducting performance evaluations, tracking team hours, quality control audits and workflow management. Introduced twice weekly team observations to quickly identify inefficiencies; implemented additional training and/or coaching as needed to maintain quality and productivity levels. Restructured and facilitated new training programs; developed training manuals for online referral processing, which resulted in decreased turnover and increased quality. Facilitated daily meetings with Work Force Management to forecast workflow increases, soliciting overtime commitments from employees; continue to update overtime schedule accordingly to reduce overhead costs. Created a new structure and process for receiving/processing online referrals; created a 26-page training manual and trained 30+ associates on the new process, which has reduced turnaround time from 24-hours to 2-hours and successfully saved at-risk client relationships. Developed a monthly company newsletter to communicate key information to all employees. Increased QPH from 6.4 to 9.2 by introducing improved production tracking processes. Introduced Fun Friday program, which allows the team to participate in a group activity on Friday afternoon; program has improved employee engagement and morale. Created DLP (designated learning processes) for fax intake functions; designed the training materials to ensure consistency across all team members, which led to a 1.6-point increase in QPH. Recipient of the iCare Award in 2016 for outstanding performance and contributions.

Phoenix, Arizona Area

Assisted advocated in developing and maintaining Social Security Disability files. Worked closely with claimant to assist with securing medical evidence required for appeal. Accurately documented all tasks and information for each case.

Glendale, Az

Provided comprehensive administrative assistance, handling all daily functions, including distributing mail, tracking office supply inventory levels, purchasing products, maintaining office equipment and interacting with customers. Tracked expenditures for office supplies and maintenance contracts. Served as backup receptionist as required.

Bachelor Of Arts - Ba, Organizational Leadership

Associate Of Arts (Aa), 4.0

Activities and Societies: Psi Beta, Phi Theta Kappa, Compass: A Gay-Straight Alliance, Pre-nursing Club