Sarah Pulley
Scottsdale
Summary
Results-driven claims and operations professional experienced in managing complex Paid Family Leave and FMLA claims in high-volume environments. Skilled in interpreting regulations, ensuring accurate eligibility determinations, and resolving escalated issues with strict compliance. Supports team performance through training, process improvement, and collaboration, delivering efficient outcomes and exceptional customer experiences.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Integrated Paid Leave Specialist
Unum
01.2025 - Current
- Manage a high-volume caseload of complex state and employer-sponsored Paid Family Leave and FMLA claims, ensuring timely and accurate determinations
- Interpret and apply federal, state, and company-specific regulations to assess eligibility, benefits, and payment schedules
- Review and analyze medical certifications, legal documentation, and supporting records to make informed claim decisions
- Serve as a primary point of contact for claimants and employers, resolving escalations and clarifying requirements to drive efficient claim resolution
- Handle escalated cases and management-level calls with professionalism, ensuring timely resolution and positive stakeholder outcomes
- Work highly dedicated and complex accounts requiring advanced knowledge, attention to detail, and consistent follow-through
- Collaborated cross-functionally to improve workflows and reduce processing delays, enhancing overall claim experience for stakeholders
- Maintain strict compliance with regulatory standards while safeguarding sensitive medical and employment information
- Consistently meet or exceed turnaround time expectations while balancing competing priorities in a fast-paced environment
- Identified process gaps and contributed to continuous improvement initiatives, optimizing claim accuracy and efficiency
Gymnastics Instructor
Ultimate Kids
08.2024 - Current
- Developed practice plans and coached youth in gymnastics fundamentals.
- Promoted safety, teamwork, and discipline through structured activities.
- Served as a mentor to young athletes and supported their growth both in and out of the gym.
Eligibility Specialist
Unum Insurance
03.2023 - 04.2024
- Managed a high-volume caseload, determining eligibility for FMLA and other leave programs in accordance with federal, state, and employer-specific guidelines
- Interpreted complex regulations and applied policy to ensure accurate, consistent, and compliant eligibility decisions
- Guided claimants through the application process, clearly communicating requirements and next steps to support timely claim resolution
- Handled escalated cases with professionalism, resolving issues and ensuring a positive experience for both employees and employer groups
- Built strong knowledge of statutory and employer-sponsored leave programs, transitioning into a specialized role supporting more complex and sensitive claims
- Maintained strict adherence to turnaround time requirements while balancing accuracy and attention to detail in a fast-paced environment
- Collaborated with internal teams to address process gaps and improve workflow efficiency
- Provided peer support and knowledge-sharing to assist team members with complex eligibility scenarios and policy interpretation
- Contributed to training efforts and onboarding support for new hires, helping improve team confidence and performance
Patient Service Representative 2
TruePill
05.2020 - 01.2022
- Delivered high-level customer service by handling 90+ calls daily, resolving inquiries and concerns efficiently.
- Coordinated with cross-functional teams to enhance processes and improve the patient experience.
- Represented major clients including Optum, Mark Cuban Cost Plus Drug Company, and GoodRx with professionalism.
- Supported new hire development through mentoring and department-wide training sessions.
Nanny
The Simon Family
07.2019 - 03.2020
- Coordinated structured schedules and facilitated developmental activities to support children's growth.
- Communicated proactively with parents and addressed health needs promptly to ensure children's well-being.
Education
Bachelors - Healthcare Administration
Western Governors University
08.2024 - 06.2026
Skills
- Case management
- Conflict resolution
- Workflow improvement
- Benefits coordination
- Leave administration expertise
- Absence tracking
- Claims processing
- Regulatory compliance
- Customer service
- Data analysis
- Mentoring peers
- Disability management
- Employee relations
- HR policies
- Workers' compensation
- HRIS systems
- Compliance monitoring
- Recordkeeping
- Procedure compliance
- Claims management
- Case analysis
- Leave administration
Timeline
Integrated Paid Leave Specialist
Unum
01.2025 - Current
Bachelors - Healthcare Administration
Western Governors University
08.2024 - 06.2026
Gymnastics Instructor
Ultimate Kids
08.2024 - Current
Eligibility Specialist
Unum Insurance
03.2023 - 04.2024
Patient Service Representative 2
TruePill
05.2020 - 01.2022
Nanny
The Simon Family
07.2019 - 03.2020