Holly Salter
Howey-in-the-Hills,FL
Summary
Encouraging manager with dedication to partnering with coworkers to promote engaged, empowering work culture as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Work Comp
METRO STAFF, INC.
11.2020 - Current
- Managed and monitored Workers’ Compensation program of 6,000 temporary employees under 67 clients
- Developed successful partnerships between insurance brokers, clients, associates, third party administrators, internal business partners and external service providers
- Ensured compliancy with state specific Workers’ Compensation regulations and company policies and guidelines
- Ensured TPA managed claims diligently, partnered with Risk Management and Legal to manage relevant claim details, implement plan for timely resolution of claims
- Communicated with providers to obtain treatment notes and reviewed as related to the claim and treatment to verify appropriateness
- Looked for causation and subrogation opportunities
- Acted as point of notification and contact for associates regarding any incident or injury that could or has resulted in a Workers’ Compensation claim
- Constantly reviewed claims to proactively handle, reviewed fees from TPA to find ways to eliminate, and worked with attorneys to settle as quickly as possible to reduce claim costs in every way
- Completed OSHA Logs and assisted clients with recordable injuries.
ClaimsPlus Senior Claims Professional
THE HARTFORD INSURANCE GROUP
07.2013 - 11.2020
- Provided exceptional customer service and maintained gainful relationships with ClaimPlus accounts
- Handle senior level, high exposure, and large loss workers’ compensation claims with Texas, Oklahoma, Illinois, Indiana, and Michigan jurisdictions
- Conduct claim reports and claim reviews with insured to provide history, treatment, costs, and anticipated next steps for resolution
- Review polices and amendments meticulously for coverage review of claims daily
- Plan, reserve, and execute the investigation and overall handling of senior level, high exposure, and large loss workers’ compensation claims
- Negotiated claim settlements and recommend litigation when settlement cannot be negotiated
- Produce exceptional results in quality, 100% regulatory compliance, customer service, medical management, workload management and closing ratio.
Internal Operations Team Leader
THE HARTFORD INSURANCE GROUP
10.2009 - 06.2013
- Directly supervise the Claims Support Unit Leader and team of 12 Claim Technicians and Associate Claim Representatives
- Workers’ Compensation Business Lead for the Claims Inquiry Process Excellence Wave
- Interviewing/Hiring Manager and Trainer of new team members
- Check and Mail Pilot Lead for Centralized Support in 2013
- Fiscal accountability for all local check printing and check recovery functions
- Responsible for SOX requirements, Business Resiliency Plan and Facility Emergency Management Plans
- Executes and manages projects for the center as the project lead
- Proactively maintained strong functional knowledge of jurisdictional difference to ensure compliance with state and other financial requirements
- Mitchell EDI reporting, training of staff, and creation of training materials
- Anticipates workflow issues and shifts resources to maximize production and phone service levels
- Continually focused on maximizing efficiencies while improving the quality of operational objectives
- Foster an open and inclusive work environment
- Lead, coach, and support Claim Administrators responsible for providing superior customer service to Injured Workers, Insureds, Agents, and Medical Providers
- Perform quality reviews for customer service and data integrity on phone calls, payments, and state forms
- Responsible for the schedules and adherence of Claim Administrators to ensure all business objectives are achieved
- Established stability and consistency in communications and project workflows
- Ongoing creation and facilitation of training materials regarding the completion of all work processes
- Daily experience in maintaining organization and workload management within fast-paced, high-volume environment with record of multitasking efficiently
- Calculate formulas and pivot tables to create monthly Excel workbook for Team Leads’ scores for their team’s Quality, Customer Service, Answer Rate and Closing Ratio.
Senior Claims Professional
THE HARTFORD INSURANCE GROUP
10.2007 - 10.2009
- Handled workers’ compensation claims with Texas, Louisiana, and Oklahoma jurisdictions
- Planned, reserved, and executed the investigation and overall handling of worker’s compensation claims
- Produced exceptional results in quality, customer service, medical management, regulatory compliance, workload management and closing ratio
- Delivered exceptional customer service to all parties involved with the claim
- Reviewed regulatory compliance filings for accuracy
- Evaluated investigation information thoroughly to determine accurate compensability of claims and to prevent fraudulent activities, and to control the costs associated with each claim
- Adjusted over 180 claims daily.
Education
Bachelor of Business Administration - Computer Information Systems
UNIVERSITY OF HOUSTON-DOWNTOWN
HOUSTON2004
Skills
- Strategic Planning
- Verbal and written communication
- People Management
- Operations Management
- Hiring and Retention
- Business Administration
- Facilities Management
- Team Leadership
- Relationship Building
- Decision-Making
- Customer Service
- Effective leader
Certification
Leadership
- Builds Relationships
- Project Management
- Customer Relationship Management
- Productive Conflict Resolution
- Coaching
- Interviewing & Hiring
- Team Building
- Employee Recognition
- Performance Evaluations
- Quality Assurance
- Goal Oriented
- Customer Service
- Making the Right Decision
- Situational Leadership
- Change Management Facilitator
- Diversity & Inclusion Facilitator
Timeline
Director of Work Comp
METRO STAFF, INC.
11.2020 - Current
ClaimsPlus Senior Claims Professional
THE HARTFORD INSURANCE GROUP
07.2013 - 11.2020
Internal Operations Team Leader
THE HARTFORD INSURANCE GROUP
10.2009 - 06.2013
Senior Claims Professional
THE HARTFORD INSURANCE GROUP
10.2007 - 10.2009
Bachelor of Business Administration - Computer Information Systems
UNIVERSITY OF HOUSTON-DOWNTOWN
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