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, and manage operations in line with organizational risk management philosophy.Supervise and develop claims teams including remote employees, focusing on coaching, mentoring, and staff development.Collaborate with Medical and Legal teams to provide oversight and approval for large claims.Set SMART performance goals, monitor progress, and eliminate barriers impeding achievement.Monitor key metrics and trends to proactively identify gaps and ensure performance expectations are met.Develop and implement strategic business initiatives to enhance claim outcomes and overall organizational results.Respond promptly and effectively to customer complaints and escalations.Collaborate with key stakeholders to deliver insights and trends to support risk mitigation efforts.Advocate for and drive process improvement initiatives within the organization.Hold licenses for Casualty, Property, and Workers Compensation Adjuster positions.

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 enrollment services, customer service, central records, medical underwriting, and claim operations. Developed and managed budgets of $15M, with 7 direct reports, and 170 indirect reports across 2 sites.• 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 availability for continental US customers.o Facilitated customer service trainings, implemented desk procedures, and enhanced tools displaying various information cross-departmentally, enabling proactive answering of customer questions, and reducing speed to answer from 30 seconds to 18.• 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 reactive to proactive service.• 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. Continued development of desk and compliance procedures in claims and initiated development in customer service, medical underwriting, and central records.• 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% to 98%.• 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.• Led transition of Hawaii office to paperless files, reducing management travel by 50%, improving service visibility by home office, and instituting business continuity.• Developed, presented, and partnered with IT to build claim file management system, enhancing reporting, business continuity, staff efficiencies, and visibility into claim files by customer service, and streamlining and improving customer experiences.• Implemented strategy for people development in claims, including development of team leads and supervisors, building bench strength and talent pipeline.• Partnered with Finance and Internal Audit departments, ensuring claims compliance with model audit requirements ("claims is considered model for rest of company") per internal audit.• Improved duration from 53.7 days to 50.1 for STD claims, improving turnaround time from 8 business days to less than 5 for all claim products.

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.