Patrick Norris Email & Phone Number

Manage risk management programs and adjudicate General Liability claims (Auto, Customer Property Damage, Garage Keeper, Walmart Property, Cargo, Pharmacy, Delivery and BodilyInjury)Manage risk management programs and adjudicate Workers Compensation claims in accordance with plan provisions. Establish procedures, ensure compliance with state regulations.

United States

Claim Executive with multi-faceted experience in group life, short and long-term disability insurance, cancer, critical illness, accident, and hospital indemnity. Growing Culturally Strong Organizations w/People Development, Process Improvement, Due Diligence, Inspired Leadership.

Little Rock, Arkansas

• Led as principal life and disability operations executive, and guided senior management understanding and effective sponsorship of operations initiatives. Held responsibility for membership and billing, policy and.
• Developed and instituted an implementation role, streamlining and improving new group on boarding.
• Established partner services team and enhanced customer service by separating team into group and member services.o Aligned Little Rock and Hawaii customer service teams to support each other, extending service.
• Implemented customer survey, gathering first-hand feedback, and improving scores from 3.6 to 4.1 on 5-point scale.
• Developed team and served as Subject Matter Expert on design and development of operational dashboard reporting, providing insight to metrics and performance of all operational areas, and enabling transition from.
• Led development of desk procedures for operational departments, facilitating staff ability to consistently execute, and driving efficiency and improved service experience for customers.

• Established overall vision for claims, customer service, medical underwriting, and central records departments. Developed and managed budgets of $6M, with 5 direct reports and 85 indirect reports across two sites..
• Implemented quality measures for customer service calls, enhancing training and desk procedures.
• Worked with IT as subject matter expert, designing and implementing fully imaged claim files.
• Developed robust claim quality program, enabling evaluation of procedural and financial components of claim, and improving overall claim management - procedural quality from 89% to 97%, and financial quality from 93%.
• Initiated and led project team in development of desk and compliance procedures, driving various process improvements, and enhancing customer experiences.
• Restructured Claims department and instituted intake team, decreasing turnaround time for claim assignment from 72 hours to less than 24.

Established overall vision for life, disability, and worksite claims, partnered with Actuarial and Finance on financial results, models and tools to measure results. Developed and managed budgets of $4M, with 4 direct reports and 55 indirect reports across 2 sites. Reduced customer complaints by 90% from 2011 to 2017.

Manager Insurance Solutions, Disability ClaimsWas responsible for performance of both short and long-term disability claim block for specific region. Developed staff process improvements, forecasting, planning and budgeting, and organizing unit structure.

Chattanooga, Tennessee Area

Managed and oversaw operations of unit, managed active, complex long-term disability claims. Ensured accurate administration of risk management programs and adjudication of claims according to contract / plan provisions, and established procedures, state regulations, Regulatory Settlement Agreement, UNUM claims philosophy, and ERISA law, as appropriate.