JASMINE D. WILLIAMS
Houston
Summary
Absence Management Specialist with expertise in administering and coordinating FMLA, Short-Term Disability (STD), Paid Family Leave (PFL), and state-specific leave programs. Experienced in interpreting federal and state leave laws, reviewing intermittent leave eligibility, managing confidential medical documentation, and coordinating return-to-work processes. Skilled in compliance, employee education, dispute resolution, and trend analysis to ensure operational efficiency and regulatory adherence.
Overview
12
12
years of professional experience
2027
2027
years of post-secondary education
Work History
Integrated Absence Manager
New York Life Insurance Co
05.2023 - Current
- Administer and manage full-cycle FMLA, Short-Term Disability (STD), Paid Family Leave (PFL), and state leave programs in compliance with federal and state regulations.
- Review and approve intermittent and continuous leave requests, ensuring eligibility requirements and medical certifications meet compliance standards.
- Provide guidance to employees and managers regarding rights and responsibilities under the Family and Medical Leave Act (FMLA) and applicable state leave laws.
- Coordinate return-to-work processes, including transitional duty and disability leave reintegration.
- Interpret collective bargaining agreements regarding paid leave provisions for unionized employees.
- Maintain strict confidentiality of medical records and leave documentation in accordance with company policy and legal requirements.
- Facilitate dispute resolution between employees and leadership regarding leave determinations.
- Analyze leave trends and absenteeism data to recommend policy improvements and reduce operational risk.
- Assist in developing training materials related to FMLA, ADA, and leave compliance.
- Conducted telephone interviews with claimants to gather information regarding their medical conditions.
- Coordinated services between claimants and other agencies such as Social Security Administration, state vocational rehabilitation offices.
- Collaborated with physicians to obtain additional medical documentation as needed.
CLINICAL ADMINISTRATIVE COORDINATOR
UnitedHealth Group
01.2018 - Current
- Review teams’ competency performance by processing daily case reports within skilled nursing facilities to implement and sustain improvements in patient outcomes.
- Evaluate skilled nursing facility triage cases and documents to establish process improvement areas, implementing new scheduling systems to improve workforce efficiency by 40%.
- Spearhead satisfaction surveys for medical staff and patients to train and develop up to 30 new hires through strategic employee relations aligned with the company's mission and values.
- Advance department capacity to maintain 95%+ case data entry accuracy by evaluating pre-authorization requests to improve workflow efficiency.
- Maintain quality assurance scores at 98% by providing care and development plans to clinical staff to meet daily compliance and productivity standards.
- Exemplify support frameworks for members by interfacing with skilled nursing facilities for clinical documentation and approvals.
RETURN AGENT
Voom Car Dealershp
01.2021 - 05.2023
- Lead teams on key account development, ensuring training team focus on monetization strategies and generating new opportunities to increase account profitability.
- Guarantee each team member's scores meet sales and delivery targets by executing workforce planning to provide positive customer experiences.
- Deliver instructor-led e-learning and in-person training for 7 employees, delivering resource guides to build talent capacity providing a seamless customer experience.
- Review a client caseload of 500+ by auditing financial documents to establish eligibility to drive profitable growth.
- Partner with business, IT, and HR stakeholders to assess needs and instruct 200K+ adult learners weekly to improve product loyalty and increase sales volume.
- Create and deliver sales training programs that support effective and motivated sales forces to meet regional sales growth for new and existing dealers.
CLIENT SERVICE REPRESENTATIVE
Health Help LLC.
01.2016 - 01.2017
- Pioneered productive employee relations and drove trust among nurses, doctors, and clinical staff to provide operational support through actionable health plans to guarantee appropriate care.
- Managed 40-50 client caseload while building a diverse and inclusive work environment for HR managers, brokers, and carrier representatives to ensure compliance with billing arrangements to avoid damages.
- Retained client business by recommending successful insurance management and referral solutions within the customer budgets.
- Oversaw gap analysis in the case and crisis management to resolve administrative and clinical inquiries helping the organization attain the highest customer service ratings.
- Championed needs assessment to screen for financial assistance and discussed payment options with patients, scheduling on-time and accurate appointments for outpatient and inpatient procedures.
QUALITY ANALYST
Sutherland Global Services
01.2015 - 01.2016
- Drove business process transformation by collecting and analyzing production data to deliver improvements to floor leadership, maintaining a 95%+ annual satisfaction score.
- Orchestrated process evaluation and improvements and integrated into 75+ business process inquiries to support operations meeting and exceeding productivity standards.
- Implemented a quality filing system to continuously review key processes to boost operational excellence by 35%.
- Spearheaded 100+ quality process training for staff to improve contact center service by advising business and technical partners to meet client goals of 85%.
- Led overall strategy, implementation, and program management to manage customer interactions, account processing, and sales, achieving 99% customer satisfaction.
CLIENT SERVICE REPRESENTATIVE
Sutherland Global Services
01.2014 - 01.2015
- Improve the company’s operational capacity to resolve account inquiries by conducting veterans' needs assessments to boost VA’s engagement with company services.
- Anticipated Veterans Affairs providers and clinical staff need to improve access to medical consultations and authorizations, driving client satisfaction by 35% and brand loyalty to 96%.
- Pioneered employee training and calibrations to ensure up-to-date and innovative learning and development services, resulting in excellent patient service.
- Oversaw accurate financial management process by processing medical documentation from appointments for precise billing and compiled quotes and proposals for delivery to up to 30 clients.
- Prioritized Veterans' relationships and engagement while streamlining VA’s administrative tasks to improve follow-up care and boost customer satisfaction and loyalty.
Education
BACHELOR OF SCIENCE - HEALTH SERVICES ADMINISTRATION
Concordia University
Skills
- Short-Term Disability (STD) Administration
- Family and Medical Leave Act (FMLA) Case Management
- Paid Family Leave (PFL) Programs
- State Leave Law Compliance (NJ, CA, NY, CT)
- Intermittent Leave Review & Approval
- ADA & Leave Accommodation Coordination
- Return-to-Work & Transitional Duty Planning
- Leave Eligibility Determination
- Medical Certification Review
- Benefits Administration
- Attendance Policy Compliance
- Risk Mitigation & Regulatory Compliance
- Workers Compensation
Timeline
Integrated Absence Manager
New York Life Insurance Co
05.2023 - Current
RETURN AGENT
Voom Car Dealershp
01.2021 - 05.2023
CLINICAL ADMINISTRATIVE COORDINATOR
UnitedHealth Group
01.2018 - Current
CLIENT SERVICE REPRESENTATIVE
Health Help LLC.
01.2016 - 01.2017
QUALITY ANALYST
Sutherland Global Services
01.2015 - 01.2016
CLIENT SERVICE REPRESENTATIVE
Sutherland Global Services
01.2014 - 01.2015
BACHELOR OF SCIENCE - HEALTH SERVICES ADMINISTRATION
Concordia University