Colleen Hensley
Salem,OR
Summary
Detail-oriented quality performance manager with expertise in Workers Compensation internal claims auditing and compliance. Analyzed data trends to enhance team performance and maintain industry standards. Led customer service initiatives and team development efforts, fostering collaboration among stakeholders to achieve compliance and quality objectives. Committed to driving operational excellence and implementing strategic initiatives for improved service delivery and client satisfaction.
Overview
34
34
years of professional experience
Work History
Senior Quality Performance Manager
Gallagher Bassett Services
Portland, OR
04.2023 - 02.2026
- Developed and implemented audits to ensure compliance with industry standards and client-specific KPIs, enhancing quality assurance processes.
- Managed a team of auditors across all jurisdictions to ensure adherence to quality performance, regulatory and service contract expectations.
- Reviewed data analytics to identify compliance trends and coding reserves.
- Assessed claims data for trend identification and developed operational strategies.
- Provided customer service by responding to inquiries, resolving complaints, and addressing issues in a timely manner.
- Created reports on department performance and presented findings at monthly management meetings, facilitating informed decision-making.
Director - Quality Performance Group
Gallagher Bassett Services Inc.
Portland, OR
09.2010 - 01.2022
- Led strategic initiatives to optimize service delivery and client satisfaction.
- Collaborated with stakeholders to align company goals with client needs.
- Mentored leaders to improve team performance and professional growth.
- Oversaw compliance with industry regulations and company standards.
- Facilitated workshops to promote innovation and team collaboration.
WC Supervisor - Quality Assurance Department
Gallagher Bassett Services Inc.
Portland, OR
12.2006 - 10.2010
- Supervised claims processing team to ensure timely and accurate claim resolutions.
- Trained staff on best practices for effective claims management procedures.
- Conducted regular performance evaluations to boost team productivity and efficiency.
- Reviewed settlements, litigation and team best practices to uphold quality standards.
Workers' Compensation Claims Adjuster
Gallagher Bassett Services Inc.
Orange, California
11.2000 - 12.2006
- Evaluated workers' compensation claims to determine eligibility and benefits.
- Reviewed medical and legal records and documentation to ensure claim accuracy and regulatory compliance.
- Investigated claims through interviews with involved parties and analysis of incident reports to establish facts.
- Communicated decisions clearly to all parties to ensure timely handling.
- Collaborated with legal counsel to prepare documents for litigation proceedings related to workers' compensation claims.
Corporate Administrative Manager
Hazelrigg Risk Management Services
Diamond Bar
10.1995 - 05.2000
- Managed daily administrative operations for a risk management firm.
- Management of client trust accounts for various cities and school districts within California.
- Provided oversight and maintained positive vendor partnerships.
- Preparation of contracts and state compliance reporting including RFPs.
- Provided backup assistance as needed for Claims Examiners from loss setup through resolution of claims.
Legal Claims Assistant
California Compensation Ins. Co.
Diamond Bar, California
01.1992 - 04.1995
- Provided legal support for hearing representatives and Regional Litigation Managers from inception of Notice of Representation through resolution of claim.
- Drafting of pleadings, scheduling court and discovery calendars, issuance of subpoenas for trail and scheduling of med/legal evaluations.
Education
- Insurance Education Association (IEA) - California
Worker's Compensation
Skills
- Compliance auditing and Quality Assurance
- Customer service and relations
- Data analysis
- Effective communication skills
- Performance improvement
- Effective leader
Timeline
Senior Quality Performance Manager
Gallagher Bassett Services
04.2023 - 02.2026
Director - Quality Performance Group
Gallagher Bassett Services Inc.
09.2010 - 01.2022
WC Supervisor - Quality Assurance Department
Gallagher Bassett Services Inc.
12.2006 - 10.2010
Workers' Compensation Claims Adjuster
Gallagher Bassett Services Inc.
11.2000 - 12.2006
Corporate Administrative Manager
Hazelrigg Risk Management Services
10.1995 - 05.2000
Legal Claims Assistant
California Compensation Ins. Co.
01.1992 - 04.1995
- Insurance Education Association (IEA) - California
Worker's Compensation