Detail-oriented FMLA Specialist with excellent analytical skills and experience with state/federal laws as well as awarded customer service expert.
Trained extensively in FMLA
MS Office proficient
Policy coverage expert
Proactive team player
Retail pharmacy procedure knowledge
Pharmacy law knowledge
In good standing with the Tennessee Board of Pharmacy
Accurate pharmaceutical calculations
Technician Certification Training
Superior Customer Service
FMLA Specialist, 08/2015
to Current Unum – Chattanooga,
Subject matter expert for the FMLA/State/Corporate leaves available to employees.
Interprets and administers leaves in accordance with the applicable federal and state employment laws as well as adheres to employer-specific customizations.
Provides extensive case management and coordinates administrative aspects of the cases and claims.
Independently approves and/or denies leave cases based on relevant medical information, employee eligibility, and employer customizations. Coordinates and organizes all medical information regularly exceeding company-wide turn around times.
Manages all administrative aspects of leave to include tracking hours used/taken and working closely with the HR Service Center and Payroll to ensure that all absences for associates are accurate and correct.
Works closely with associates to ensure that all relevant completed medical documentation is submitted for timely review. Maintains appropriate contact with all associates on leave and coordinates all aspects of return to work for associates on leave.
Partners closely with all business partners on all leave cases.
Assists in training of new hires into the leave management department.
Serves as liaison between previous department (Customer Contact Center) and current department.
Customer Service Specialist I/II, 08/2013
to 08/2015 Unum – Chattanooga,
Respond to telephone and email service requests with timely and accurate information.
Work collaboratively with our business partners to provide solutions for customers.
Identify and track trends that impact operational efficiency and customer satisfaction.
Display technical proficiency PC applications, and skill related claims, and policy administration systems.
Multi-tasking to best assist the customer as the first point of contact. Customer-focused first call resolution.
Recognized customer service expert (2015 ASPIRE program attendee).
Facilitated on-the-job and post-traning-support new hire classes.