Wahwah Thein

Responsibilities:

• Successful management of 112 claims professionals across 4 office locations, effectively handling 10,400 pending workers' compensation claims and overseeing outstanding reserves of $437 million (10% of ESIS WC outstanding).
• Site leader for office of 150 ESIS and Chubb employees.

Recent Accomplishments:

• Achieved impressive best practices quality score of 93% overall in Q1 2024, surpassing organization's average of 89%.
• Demonstrated exceptional penalty reduction, achieving year-over-year reduction rate of 76% in 2023. Maintained this success in Q1 2024 with impressive 84% year-over-year penalty reduction, significantly outperforming book of business rate of 29%.
• Achieved closing rate of 112% in Q1 2024, surpassing book of business rate of 105.8%.
• Developed and implemented suite of office reports and tools that consistently improved quality and audit outcomes.
• Successfully fostered culture of accountability, results, and customer-centricity within office.
• Recognized as WC Office of Year in 2017 after first year in role of CVP and repeated accomplishment in 2023.
• Played important role as Executive/Steering Committee Member for Women of Impact Mentoring Program, responsible for development of curriculum, participant matching, mentoring, and presentations.
• Collaborated with Learning & Development to pilot a new hire training program adopted nationally.
• Successfully passed CA PAR audits for both Chatsworth and San Diego offices.
• Collaborated on RFPs (Request for Proposals) and presentations, contributing to organization's growth and success.
• Worked closely with FMS and IT departments to improve ECOS
• Assumed responsibility for Phoenix office in 2023 and immediately improved culture and results, demonstrating adaptability and leadership skills.

• In charge of overseeing and ensuring efficient functioning and productivity of seven workers’ compensation claims teams comprising of 56 employees handling 5,000+ claims.
• Regularly create and present technical content and gauge effectiveness.
• Held leading roles to improve compliance and claim quality, regularly communicating on topics to large scale audiences.
• Demonstrated track record of success in employee retention and engagement producing consistent results and reducing employment costs.
• Responsible for completing and reviewing large losses and complex claims and taking lead with carrier communications.
• Consistently exceeded performance metrics on quality, closing rate, penalties, and customer service.
• Regularly attend claim reviews and maintained excellent relationship with internal stakeholders, brokers, and clients.

• Managed physical medicine cost containment programs associated with insurance carriers and third party administrators.
• Responsible for setting and executing strategies to increase network penetration, savings, and revenue expansion on assigned programs.
• Worked with IT, account implementation, bill review, customer service, provider relations, accounts payable and accounts receivable to ensure optimal program performance.
• Responsible for completing stewardship reports and facilitating stewardship meetings.

• Responsible for analyzing client specific data and identifying opportunity areas for reducing workers’ compensation and liability program costs for large national accounts.
• Worked collaboratively with Account Executives and client’s risk management team to design custom benchmarking metrics to measure claims and medical management outcomes that are meaningful to client.
• Conducted peer review of team members’ work product to ensure data integrity and accuracy of analysis and recommendations.
• Provided training to new team members on production of benchmarking reports and presentation of end product to clients.

Account Executive

• Managed workers’ compensation and liability programs, including large national accounts.
• Responsible for renewal pricing and negotiation, retention of existing business, revenue expansion, participation in new business presentation, new business implementation, planning and facilitating stewardship meetings, planning and facilitating benchmarking meetings, planning and facilitating file reviews, conducting RMIS system training, and acting as liaison between employers, brokers and TPA.

Claim Team Leader/Supervisor

• Supervised 7 claims representatives and 3 assistants, including employees from a small remote office in Hawaii.
• Responsible for maintaining superior service and high standard of claims management in accordance with ESIS’ Best Practices.
• Provide communication and direction for all work flow and processing requirements within team.
• Responsible for hiring, training, assuring file quality, trending team statistics, conducting file audits, and assuring excellent customer service to both internal and external customers.

Operations Manager/Claims Supervisor

• Supervised 2 claims representatives and 18 operations personnel.
• In addition to supervising 2 adjusters on technical aspects of claims handling, responsible for all aspects of supporting office of 150 people through management of mail room, file room, supplies, bill payment process, and system error correction.

Claim Representative

• Responsible for administering all aspects of workers’ compensation claims for large national accounts.
• This entails conducting investigations, setting appropriate reserves, managing medical costs, directing litigation, managing vocational rehabilitation, negotiating settlements, attending Workers’ Compensation Appeal Board conferences, and providing superior customer service in accordance with ESIS’ Best Practices.