Robin Hardin Email and Phone Number

• Project manage implementations for Voluntary Benefits‐ Critical Illness, Accident & Hospital Indemnity, Life/AD&D & Disability as well as Core coverage• Develop and adhere to a detailed implementation/timeline guide that is shared with the client, broker and internal business partners• Partner with sales, account management and underwriting to confirm what products were sold and what agreements were made during the RFP process• Meet with clients and their brokers for a detailed and consultative review of the sold case plan design(s), account structure and set up.• Negotiate FMLA/ASO agreements and/or SOWs with internal and external legal teams• Discuss and develop enrollment strategy, material and dates with client/broker • Negotiate with underwriting to obtain approval for a richer proposal and/or participation levels as needed• Ensure all new case implementation documents are confirmed and signed• Facilitate on‐boarding/training for external and internal business partnersOff peak season responsibilities/activities:• Create SOPs and training material for the current implementation team and new hires• Train internal business partners on new processes• Participate in finalist meetings• Assist in developing marketing material• Lead new reporting project

• Manage Implementations for National Clients (5000+ lives) – Life, AD&D/Disability, BTA -Voluntary and Core Coverage • Develop and adhere to a detailed implementation/timeline guide that is shared with the client, broker and internal business partners• Meet with clients via WebEx or in person for a kick‐off meeting (25% travel required)• Review sold notifications and set expectation to ensure all essential tasks are accounted for and can be accomplished• Assign tasks and provide oversight to internal and external business partners to ensure target goals are met• Schedule and facilitate weekly meetings throughout the life of the implementation (typically 4‐6 months) to ensure plan designs, structure and all implementation items are confirmed and documented• Submit accurate plan designs to the contracts department in a timely manner• Ensure all lines of business are implemented and contracts are generated, negotiated and executed timely • Facilitate on‐boarding/training for external and internal business partners• Transition the account to account management team and operations

• Serve as the Leave of Absence expert to internal and external business partners• Participate in finalist presentations for potential new clients• Partner with sales, account management to confirm what products were sold and what agreements were made during the RFP process• Develop and adhere to a detailed implementation/timeline guide that is shared with the client, broker and internalBusiness partners• Review sold notifications and company leave of absence policies and procedures to pre-populate the Business Requirements Document and letter packet• Meet with clients via WebEx or in person for a consultative review of their LOA policies in conjunction with the Business Requirement Document to ensure the policies are implemented appropriately• Ensure all FMLA, State and company leaves are documented and set up accurately and meet federal and state compliance guidelines• Coordinate eligibility file feed discussions and communicate testing timelines• Negotiate FMLA agreements and SOWs with internal and external legal teams• Facilitate on-boarding/training for external and internal business partners

• Technical expert for the claims team -responsible for the day to day management of a team of 12-15 short-term disability (STD) claim managers• Ensure the team meets or exceeds overall claim team metrics as well as ensuring claim compliance on a state and federal level• Respond to all Insurance Department complaints, 2ND eye review all denial letters and appeals• Performing quality reviews, tracking results and providing feedback on a monthly basis• Implement processes to drive results to ensure the team meets decision time metric• Facilitate weekly team meetings to review reports and monitor workload distribution, to ensure the team’s work is delegated in a manner that would allow us to meet and/or exceed metrics• Conduct one on one meetings/quality reviews with claim managers• Assist with writing annual performance appraisals and ranking each team member at the end of the year based on performance• Partner with team leader to implement and execute performance management plans as necessary and participate in the interviewing and hiring process• Identify any development or training opportunities for all team members and the team as a whole• Schedule and/or provide appropriate training

• Manage numerous STD policies/accounts with all lines of STD coverage; fully insured, statutory, advice to pay, and administrative services only • Interpret policy language, adjudicate claims according to the policy language• Deliver excellent customer service to assigned accounts • Regularly attend conference calls with clients • Build excellent working relationships with our customers and internal business partners• Appropriately engage expert advisors while adjudicating claims such as medical director, vocational resources and nurses