Michelle Greene
Knoxville,IL
Summary
Executive leader with 15+ years of experience in workers' compensation, driving operational excellence, client retention, and business growth. Recognized as a people-first leader who achieves results by engaging and empowering teams. Known for combining empathy and critical thinking in claims handling, maintaining lower-than-industry caseloads for superior outcomes, and building risk strategies that extend beyond claims handling to protect both clients and the enterprise. Skilled in client integrations, KPI/OGSM development, and business development initiatives that expand market share.
Overview
19
19
years of professional experience
Work History
Strategic Growth & Leadership as Head of Workers' Compensation
North American Risk Services
01.2023 - Current
- Elevated client retention from 75% to 93% by engaging employees in restructuring and accountability, ensuring every team member had a voice in the process.
- Secured 16 new strategic partnerships, including a medical bill review provider and PBM.
- Expanded leadership structure by developing and promoting internal talent into two Assistant Director roles — Workforce and Strategic Partnerships/Compliance.
- Partnered with the Client Relations Department to improve the implementation process, create a client scorecard to capture feedback, and embed retention strategies.
- Currently maintain a 4.6/5 Net Promoter Score (NPS) with both clients and injured workers, demonstrating excellence in service and experience.
- Implemented a success follow-up program built on team-driven feedback loops to strengthen communication with injured workers and clients.
- Trained WC adjusters on risk management principles, leveraging prior loss control experience to deepen understanding of how claims handling impacts clients' bottom line.
- Introduced and tracked KPIs and OGSMs to align performance with enterprise strategy.
- Created a data analytics dashboard and reporting framework to track performance measures internally and provide transparent reporting to clients.
- Current Initiatives
- Reviewing pricing strategies, network fee structures, and efficiency levers to improve client profitability.
- Building an entry-level career path to attract and train the next generation of WC professionals.
- Partnering with the Enterprise team to design a new claims system, incorporating technology and AI into workflows.
Operational Leadership as Director of Workers' Compensation
North American Risk Services
01.2021 - 01.2023
- Collaborated with employees to design new job descriptions, implement best practices, and establish department guidelines.
- Engaged team members in workflow redesign, improving overdue performance metrics from 300% in 2022 to 107.5% in 2023.
- Partnered with Compliance and Quality Control to introduce penalty processes and system controls, reducing penalties by 50%.
- Evaluated and refined the Medicare reporting process to strengthen compliance triggers.
- Incorporated lower-than-industry caseloads to accommodate our approach of empathy and critical thinking, improving engagement with injured workers and overall claim outcomes.
- Rebranded and standardized processes into 'The NARS Way' with input from the team to create consistency in claim handling and client experience.
Workers' Compensation Manager and Business Lead
Pekin Insurance Company & Pekin Select
01.2009 - 05.2021
- Reduced improvement opportunities from 6.43% to 1.27% (2017–2019) via audits and coaching.
- Raised claim performance indicator for communication above benchmark through new closure letters and templates.
- Cut legal/nurse expenses by 54% ($2M) from 2016–2019 through vendor optimization.
- Lowered loss ratio from 77%+ to
- Established Pekin Select compliance and regulatory oversight for six jurisdictions.
- Pioneered Nurse On Call program to improve care and reduce costs for low-exposure injuries.
Customer Service Claims Office Manager
Liberty Mutual Group
08.2006 - 12.2008
- Managed consolidation of Peoria claims office into St. Louis, increasing staff by 75%.
- Achieved branch inspection score of 108.84%, highest among service centers.
- Exceeded claims effectiveness (99.6% vs. 97%) and best practice scores (93.86% vs. 86%).
- Reduced ALAE by 6.01% via nurse case management guidelines and direct settlements.
- Cut inventory of claims older than 5 years by 18.88% through roundtable accountability.
- Additional Relevant Experience
- Liberty Mutual Group, Peoria, IL – Claims Team Manager II, Loss Prevention Consultant, Case Manager I - Senior Claims Consultant
Education
MBA - Endorsement in Organizational Change and Leadership
Olivet Nazarene University
Bourbonnais, IL07-2022
Bachelor of Arts (BA) - Business Administration, Psychology Minor/Concentration in Marketing
Monmouth College
Monmouth, IL07.1993
Skills
- People-First Leadership & Team Empowerment
- Organizational Change Management
- Client Integrations & System Mapping
- Data Analytics & KPI / OGSM Development
- Strategic Partnerships & Business Development
- Organizational Growth & Scalability
- Technology Implementation & Process Efficiency
- Claims Strategy & Best Practices
- Litigation Management & Resolution
- Customer-Centric Communication & Experience
- Risk Strategy Development
- Human-Centered Claims Leadership
Websites
Affiliations
- Board of Directors, Kid's Chance of Illinois (2021–2022), continuing active involvement
- St. Jude Fundraising Committee – Galesburg to Peoria Affiliate Run since 2000
Training
- Succession Development Program, Pekin Insurance, 2018
- David Tebben Community Leadership Academy, Pekin, IL
TECHNICAL SKILLS
Microsoft Word, Excel, and Qlik
Timeline
Strategic Growth & Leadership as Head of Workers' Compensation
North American Risk Services
01.2023 - Current
Operational Leadership as Director of Workers' Compensation
North American Risk Services
01.2021 - 01.2023
Workers' Compensation Manager and Business Lead
Pekin Insurance Company & Pekin Select
01.2009 - 05.2021
Customer Service Claims Office Manager
Liberty Mutual Group
08.2006 - 12.2008
MBA - Endorsement in Organizational Change and Leadership
Olivet Nazarene University
Bachelor of Arts (BA) - Business Administration, Psychology Minor/Concentration in Marketing
Monmouth College
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