Lindsay Emery
Clark Mills
Summary
Implementation Consultant with a strong track record in managing comprehensive disability and absence management programs. Focus on leveraging AI technologies to streamline processes and improve client deliverables. Expertise in developing client-centric solutions and leading training initiatives that enhance user adoption and operational efficiency.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Implementation Consultant
VOYA
04.2024 - 06.2026
- Managed complex implementations for clients, delivering a differentiated, concierge-level onboarding experience.
- Interfaced regularly with clients throughout the entire implementation process, keeping them informed of any changes or delays.
- Analyzed client needs to recommend effective solutions and strategies.
- Drive departmental strategy by identifying high-impact priorities and AI-enabled innovation opportunities to enhance scalability, efficiency, and client experience.
- Developed training materials to support user adoption of new systems.
Disability Consultant
MetLife
Oriskany
01.2022 - 01.2024
- Partnered with employers and HR teams to coordinate leave management and communicate eligibility and return-to-work plans, enhancing workforce continuity.
- Provided consultative support to multiple complex clients, addressing unique needs and ensuring compliance with policies.
- Built strong client relationships by providing guidance on policy interpretation, leave coordination, and compliance requirements.
- Engaged with key partners (Sales, Service, Finance, Claims) to develop and analyze metrics and reporting, monitoring customer health and performance of Disability plans.
- Led 10+ concurrent implementations, meeting deadlines and supporting successful go-live readiness.
- Managed full project lifecycles using 30-60-90-day milestones across multiple client accounts.
- Reviewed and validated eligibility and census data for large employee populations to reduce errors and rework.
- Partnered with HR teams and brokers to define plan design and improve onboarding efficiency.
- Delivered client training and documentation to improve adoption and reduce post-go-live support needs.
- Collaborates and acts as a liaison with clients' Third-Party Administrator to assist with problem resolution and troubleshooting.
- Provided exceptional customer service through ongoing customer delivery and client satisfaction.
- Supports implementations of new complex clients and addition of MetLife product lines to existing clients.
- Acted as a key resource and served as a subject matter expert to Customer Unit and National Accounts.
- Develops and maintains strategic account plans for all assigned customers that will enable MetLife to proactively understand the complete scope of customer needs, requirements and development activities and implement initiatives that will result in customer confidence and satisfaction.
- Supported billing configuration, division setup, and invoice delivery processes.
Appeals Case Manager
MetLife
Oriskany
01.2016 - 01.2022
- Oversaw end-to-end disability and leave appeals (STD, LTD, FMLA), ensuring timely and compliant resolution of denied claims.
- Analyzed medical records, policy provisions, and supporting documentation to make independent, evidence-based appeal determinations.
- Delivered consultative support to complex clients, enhancing their understanding of appeal processes.
- Coordinated case documentation and maintained precise client records in systems, supporting efficient case management.
STD / LTD Case Management
MetLife
Oriskany
01.2009 - 01.2016
- Managed short-term and long-term disability (STD/LTD) claims from intake to resolution, ensuring accurate and compliant benefit determinations that supported claimant needs.
- Resolved customer issues with knowledgeable and friendly service, enhancing satisfaction and fostering positive relationships.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
FMLA Case Manager
MetLife
Oriskany
01.2002 - 01.2009
- Managed end-to-end Family and Medical Leave Act (FMLA) cases, ensuring accurate eligibility determinations and compliance with federal and state leave regulations.
- Coordinated FMLA claims processing for diverse employee situations.
- Reviewed medical documentation to ensure compliance with FMLA regulations.
- Communicated effectively with employees regarding their leave entitlements.
Education
Criminal Justice Program -
Mohawk Valley Community College
Diploma -
Clinton High School
Clinton, NYSkills
- Client onboarding
- Disability & Absence Management Expertise
- Client Relationship Management
- Eligibility and census data validation
- Benefits Administration
- Benefit Administration Systems
- HR Management Systems
- Workforce Management Tools
- Salesforce CRM
- Cloud-Based Solutions
- No-Code Solutions
- Workflow Automation
- Process optimization
- Cross-Functional Enterprise Collaboration
- Risk management
- Payroll Processing Solutions
- Human Capital Management
- Human Capital Management
Certification
- ●AI Literacy Training — Completed May 2026
● Professional in Human Resources: Introduction to PHR®
● Professional in Human Resources: Workforce Planning Foundations
● Professional in Human Resources: Organizational Culture
● Professional in Human Resources: Business Measures
● Professional in Human Resources: Risk Management Practices
● Professional in Human Resources: Business Environment
● Professional in Human Resources: Stakeholder Relationships
Timeline
Implementation Consultant
VOYA
04.2024 - 06.2026
Disability Consultant
MetLife
01.2022 - 01.2024
Appeals Case Manager
MetLife
01.2016 - 01.2022
STD / LTD Case Management
MetLife
01.2009 - 01.2016
FMLA Case Manager
MetLife
01.2002 - 01.2009
Criminal Justice Program -
Mohawk Valley Community College
Diploma -
Clinton High School