Carin Desmond
Grand Island,NY
Summary
Workers Compensation Claims Manager with proven expertise in claims management. Committed to driving continuous improvement and enhancing team collaboration to achieve positive business results.
Overview
23
23
years of professional experience
Work History
Workers Compensation Claims Manager
ESIS
Buffalo, NY
01.2022 - Current
- Supporting CVP (Claims Vice President) in overseeing Mid Atlantic offices consisting of 12 teams and 71 adjusters across various jurisdictions
- Integrated efforts with construction teams by way of training, participating in file reviews, and oversight of high exposure claims
- Contributes to recruitment efforts by conducting interviews and integrating new team members.
- Supports requisition submissions for open positions, backfills, and counter defensive actions
- Recently assumed responsibility for compiling monthly staffing reports
- Assistance provided to CVP and management team to achieve claims quality standards while ensuring exceptional customer service and reducing expenses - penalties in particular.
- Involvement in audits, Quality Reviews, assistance with supervisor reviews allows for identification of both positive trends as well as areas of needed improvement against ESIS' Best Practices
- Partners with CVP to develop action plans addressing improvement opportunities
- Runs weekly reports including reserving reports, indemnity and EDI payment reports
- Handles daily tracking of initial contacts that has assisted the office in achieving a 28% increase in Contacts score from 2023 to 2025
- Reviews and tracks CLR's to Chubb for approval
- Manage office's Claims Coordinator to confirm sufficient resources are provided to supervisors and overall office functions.
- Provides coverage during management team absences through participation in file reviews and oversight support to supervisor's team
- Ensures high quality customer service for clients and carrier partners. Participates in the development of corrective action plans when necessary.
- Involved in coaching and performance management of claims staff
- Continual monitoring of penalties including root causes and corrective actions that has allowed the office to realize a $716,262 reduction in penalties from 2023 to 2025
Workers Compensation Supervisor
ESIS
Buffalo, NY
11.2013 - 01.2022
- Led and managed a team of up to nine adjusters handling New York claims focused within the ESIS Construction program and Chubb Dollar One group
- Oversight included meeting carrier and client best practices, achieving 90% or higher on client and carrier audits, appropriate reserving, and aggressive claim handling to include global resolution strategies with GL counterparts on high exposure claims.
- Effective September 2020 leadership expanded to oversight of the ESIS Canada Workers' Compensation program
Senior Claims Representative
ESIS
Buffalo, NY
10.2006 - 11.2013
- Adjusted workers' compensation files combined for three national accounts
- Met Best Practices by completing timely and thorough initial investigations, timely recognition and execution of reserve adjustments, and aggressive disability and medical management of claims
Claims Representative
NCA Comp
Buffalo, NY
10.2003 - 10.2006
- Handled on average 250 files both workers’ compensation and disability
- Emphasis placed on developing strong relationships with employers and various vendors all while developing and utilizing innovative methods in order to keep a claim’s exposure minimal
Education
Bachelor of Science - English
John Carroll University
Cleveland, OH05.2003
Skills
- Claims management expertise
- Time management abilities
- Written communication
- Multitasking Abilities
- Teamwork and collaboration
Accomplishments
- New York State Independent Adjusters License
- 2019 Chubb Dollar One Team Leader of the Year
- 2021 Women of Impact Protege
Timeline
Workers Compensation Claims Manager
ESIS
01.2022 - Current
Workers Compensation Supervisor
ESIS
11.2013 - 01.2022
Senior Claims Representative
ESIS
10.2006 - 11.2013
Claims Representative
NCA Comp
10.2003 - 10.2006
Bachelor of Science - English
John Carroll University