Mary Cotton
Dover
Summary
Experienced and results-oriented leader with a strong background in technical disability claims management, team supervision, and strategic problem-solving. Demonstrated track record of leading high-performing teams and effectively analyzing complex LTD claims to drive key metrics. Skilled in mentoring and training, fostering cross-functional collaboration, and utilizing data to support business strategies. Proficient in leveraging Excel, PowerPoint, Tableau, and Microsoft Teams to streamline processes and align with organizational goals.
Overview
20
20
years of professional experience
Work History
Technical Claims Team Manager
Lincoln Financial Group
10.2023 - Current
- Lead TCMS consultants in managing high-liability, complex LTD claims, overseeing inventories with multifaceted diagnoses and non-medical factors
- Identify trends to enhance metrics; provided ongoing feedback; held weekly 1:1 strategy and action planning sessions
- Promote a collaborative environment to support claim strategy and fostered innovation through IDEAS at Work initiatives
- Deliver change management updates to ensure compliance with best practices and organizational guidelines
- Conduct monthly audits to ensure quality and mitigate risk
- Report monthly on TCMS referrals and outcomes; shared insights from TCMS forums
- Contributed to key organizational projects including Behavioral Health training, TCMS scorecards, reporting tools, and clinical communication improvements
- Suggest improvements to streamline processes and remove barriers, including updates to correspondence letters and Adobe log processes
Senior LTD Consultant
Lincoln Financial Group
04.2021 - Current
- Evaluated risk metrics across LTD, identifying trends and partnering with AVPs on training and tools to enhance quality
- Collaborated with Best Practices team to develop and deliver training for complex claims processes
- Monitored audit and QA results, recommending actions to drive improvements
- Supported new hire training and mentoring, including tracking proficiency and participating in onboarding initiatives
- Promoted clinical optimization through tools and reporting, such as clinical control reports and job aids
- Participated in customer renewal analysis to represent the LTD claim experience
- Proposed and supported IDEA initiatives to remove barriers and streamline processes
- Collaborated with data teams to improve Tableau visuals and reporting accuracy
- Developed risk management training series and partnered with Leads on strategic initiatives
- Managed ad hoc reporting and supported customer-specific improvements and audit processes
LTD Lead Claims Specialist – Majors Teams
Lincoln Financial Group
04.2020 - 04.2021
- Performed claim audits to identify trends and propose strategic enhancements; presented findings to leadership
- Provided technical guidance and risk strategy support for Majors Teams
- Led COVID-19 claim strategy discussions and supported direct consults
- Developed training materials and conducted sessions on behavioral health and clinical topics
- Led VOC/LTD pandemic project to track impacted claims and identify vocational opportunities
Technical Claims Specialist
Lincoln Financial Group / Liberty Mutual Insurance Company
04.2010 - 03.2020
- Managed high-exposure LTD claims for Major Accounts, ensuring compliance with ERISA/Non-ERISA guidelines
- Utilized return-to-work, vocational, and clinical strategies to support decision-making
- Supported claim operations through action planning and block reviews
- Facilitated consultations and mentored new hires in claims processing and policy interpretation
- Served as SME on projects including Correspondence, Bipolar Clinical Guidance, and Inkling
Long Term and Short Term Disability Case Manager
Liberty Mutual Insurance Company
06.2005 - 03.2010
- Managed complex STD, LTD, and WC claims, including overflow from TCMS
- Contributed to the development of LTD Best Practices and Job Task Analysis
- Delivered LTD training to new hires and other Liberty departments
Education
Bachelor of Arts - Social Work
University of New Hampshire
Durham, NHSkills
- Technical LTD Claims Management
- Leadership & Team Development
- Claims Auditing & Strategy
- Data Analysis & Dashboard Interpretation
- Process Improvement & Policy Implementation
- Employee Mentoring & Training
- Cross-Functional Collaboration
- Communication & Documentation
- Project Coordination & Administration
- Advanced Excel
Timeline
Technical Claims Team Manager
Lincoln Financial Group
10.2023 - Current
Senior LTD Consultant
Lincoln Financial Group
04.2021 - Current
LTD Lead Claims Specialist – Majors Teams
Lincoln Financial Group
04.2020 - 04.2021
Technical Claims Specialist
Lincoln Financial Group / Liberty Mutual Insurance Company
04.2010 - 03.2020
Long Term and Short Term Disability Case Manager
Liberty Mutual Insurance Company
06.2005 - 03.2010
Bachelor of Arts - Social Work
University of New Hampshire