Jennifer Hackney
Bradenton,FL
Summary
Highly motivated and dedicated Worker’s Compensation Claims Manager with over 18 years of claims experience in multiple lines of business and jurisdictions. Extensive experience in creating, implementing, and facilitating training programs and processes.
Qualified [Desired Position] with substantial background in managing and resolving complex claims. Proven history of overseeing high-stakes cases and streamlining processes to improve efficiency. Demonstrated expertise in dispute resolution and regulatory compliance.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
22
22
years of professional experience
Work History
Workers’ Compensation Claims Manager
Walmart Claims Services
09.2018 - Current
- Played an active role in the recruitment, hiring, training, and retention of staff, cultivating a performance-oriented culture through effective on-boarding and training practices
- Conceptualized, designed, and executed an 18-week training program for new hires, imparting thorough knowledge in all facets of case management, from initial contact expectations to settlements, all while emphasizing excellent customer service in alignment with Walmart Claim Services' core values
- Regularly provided feedback and guidance to team members, conducting file reviews, one-on-one meetings, and year-end performance evaluations
- Initiated and implemented strategies aimed at staff development, quality metric improvement, and cost-effective claim resolution
- Introduced team contests, competitions, and reward structures to foster engagement and uphold best-in-class claims handling practices
- Led the year-long ALP/AALP program (2021-2024) to cultivate future company leaders
- Spearheaded multiple department-wide projects to enhance automation and advocacy initiatives, including the creation of content for automated welcome emails regarding workers’ compensation
- Consistently scored among the highest on the AES (Associate Engagement Survey), reflecting strong team management skills
- Employed industry best practices and policies to reinforce Risk Management initiatives aimed at safeguarding shareholders, employees, and the enterprise
- Achieved significant reduction in outstanding reserves through proactive case management strategies and timely settlement negotiations.
- Developed comprehensive training programs for new hires, boosting employee performance and reducing turnover rates.
- Enhanced customer satisfaction by resolving complex claims issues and providing timely claim updates.
- Improved overall claims accuracy by conducting regular quality audits and providing feedback to staff.
- Established strong relationships with key stakeholders, including insurance providers, attorneys, and medical professionals.
- Championed continuous improvement initiatives that streamlined processes and enhanced overall department efficiency.
- Spearheaded the integration of new technology platforms for tracking claims data, resulting in improved reporting capabilities.
- Optimized resource allocation by monitoring claim trends and adjusting staffing levels accordingly.
- Mentored junior staff members on effective negotiation techniques, fostering professional growth within the team.
- Managed high caseloads while maintaining excellent attention to detail throughout each claim''s lifecycle from initial reporting to final settlement or litigation process.
- Facilitated collaboration between departments for more efficient resolution of interrelated claims issues.
- Negotiated favorable settlements on behalf of the company, minimizing potential exposure to costly litigation proceedings.
- Managed a team of claims adjusters, ensuring thorough investigations and accurate assessments of liability.
- Oversaw compliance efforts to ensure adherence to state regulations and industry best practices in all aspects of claims management.
- Consistently met or exceeded key performance indicators in areas of customer satisfaction, cost containment, and claims resolution timeframes.
- Collaborated with legal counsel on high-profile cases, protecting company interests and minimizing financial losses.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Managed monthly, quarterly and annual payouts for merit rewards, sales commissions and bonus programs.
- Created rewards and recognition programs for acknowledging employees' achievements.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Minimized financial risk for the company by accurately calculating reserves for each workers compensation claim based on potential payout amounts.
- Reduced company costs associated with workers compensation claims by proactively identifying potential fraud cases and conducting thorough investigations.
- Maintained compliance with federal and state regulations governing workers compensation administration, avoiding costly fines or penalties for noncompliance.
- Served as subject matter expert on workers compensation matters within the organization, providing guidance to senior leadership on best practices and emerging trends in the industry.
- Managed a caseload of complex Workers Compensation claims, maintaining organization and prioritizing tasks efficiently.
- Managed relationships with external vendors such as legal counsel, private investigators, and rehabilitation specialists involved in the resolution of complex workers compensation cases.
- Improved company''s indemnity accuracy by conducting thorough audits of workers compensation claims.
- Continually sought opportunities for personal growth by attending industry conferences, workshops, and webinars to stay current on emerging trends and best practices in workers compensation claims management.
- Provided compassionate support to injured employees throughout the workers compensation process, addressing concerns and advocating for their best interests.
- Managed workers compensation claims for timely resolution, ensuring appropriate medical treatment and minimizing lost time.
- Analyzed data trends in workers compensation claims to identify areas for improvement within company practices or policies.
- Supported injured employees throughout the claim process, providing guidance on their rights under workers compensation laws and ensuring proper care was received.
- Managed a large caseload of complex workers compensation claims, resolving cases in a timely manner while maintaining high standards of accuracy and professionalism.
- Increased employee satisfaction by promptly addressing concerns related to Workers Compensation claims and benefits.
- Served as a mentor to junior adjusters, providing guidance and support in their professional development within workers compensation claims handling.
- Assisted in budgeting and forecasting efforts related to workers compensation costs, providing data-driven insights to inform strategic decision-making processes.
Claims Team Lead/Trainer/Adjuster (Workers’ Compensation and Auto Injury and Property Damage Claims)
Travelers Insurance Company
01.2010 - 12.2018
- Successfully managed responsibilities as a Claims Team Lead, Trainer, and Adjuster for both Workers’ Compensation and Auto Injury and Property Damage Claims
- Managed a caseload of 100-180 claims, handling tasks such as medical case management, arbitration, complex litigation, critical injuries, and settlement negotiations
- Conducted comprehensive investigations, evaluated facts, interpreted laws, policies, and regulations, and made coverage determinations
- Effectively collaborated with both internal and external stakeholders for the resolution of claims
- Assessed coverage, liability, and compensability, drawing conclusions from thorough investigations, medical reports, recorded interviews, and jurisdictional laws
- Ensured detailed reporting and follow-up on all critical incidents
- Trusted and recognized for expertise, granted independent authority to settle all high-value claims
- Promoted to a 'Team Lead' assistant manager role, which included training and mentoring peers, along with involvement in various leadership functions
Auto Claims Adjuster (FPM and Property Damage)
USAA Insurance Company
01.2008 - 12.2010
Restaurant Manager
Opah Restaurant and Bar
01.2005 - 12.2008
- Effectively managed a dynamic team of over 30 staff
- Handled scheduling of shifts and managed time off requests, ensuring smooth restaurant operations
- Conducted thoughtful performance reviews, providing constructive feedback to foster staff growth and development
- Consistently met team performance goals, driven by enthusiasm, determination, and initiative
- Innovated table designs and floor plans, significantly enhancing table turnover rates and subsequent revenue
- Nurtured a positive work environment by training new employees and boosting morale through sales contests and employee recognition programs
Auto Claims Adjuster (FPM and Property Damage)
GEICO Direct
01.2003 - 12.2005
Education
Bachelor of Arts Degree - Communications
University of Southern California
Los Angeles, CA12.2000
Skills
- Leadership
- Customer Service
- Verbal Communication
- Written Communication
- Presentation Skills
- Analytical Skills
- Negotiation Skills
- Problem-Solving
- Detail-Oriented
- Work Ethic
- Positive Outlook
- Affable Demeanor
- Claims Operating Programs
- Claims Reporting Programs
- Microsoft Systems
- Microsoft Software
- Claims Management Expertise
- Financial Acumen
- Legal Compliance
- Investigative skills
- Medical terminology proficiency
- Relationship Building
- Claims Management
- Program Administration
- Training and guidance
- Teamwork and Collaboration
- Time Management
- Excellent Communication
- Critical Thinking
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Team building
- Task Prioritization
- Self Motivation
- Analytical Thinking
- Conflict Resolution
- Goal Setting
- Professionalism
- Strategic Planning
- Adaptability
- Project Management
- Professional Demeanor
- Problem-solving aptitude
- Performance Management
- Change Management
Awards
- Aspiring Leadership Program Leader, WCS, 09/21 - 04/24
- CLIP (Claims Leadership Program) Graduate, Travelers, 2017
- Trav Comp Tour Facilitator, Travelers, 2015 - 2016
- “In Sync” Award Nominee, Travelers, 2015
- Associate Hero of the Quarter, GEICO, 2005
Timeline
Workers’ Compensation Claims Manager
Walmart Claims Services
09.2018 - Current
Claims Team Lead/Trainer/Adjuster (Workers’ Compensation and Auto Injury and Property Damage Claims)
Travelers Insurance Company
01.2010 - 12.2018
Auto Claims Adjuster (FPM and Property Damage)
USAA Insurance Company
01.2008 - 12.2010
Restaurant Manager
Opah Restaurant and Bar
01.2005 - 12.2008
Auto Claims Adjuster (FPM and Property Damage)
GEICO Direct
01.2003 - 12.2005
Bachelor of Arts Degree - Communications
University of Southern California
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