Whitley Washington, MBA, CLMS
Rockwall
Summary
Results-driven absence management professional with a proven track record in performance monitoring, effective delegation, and member motivation. Skilled in managing daily operations and facilitating team communication. Committed to identifying team needs and implementing innovative solutions to enhance productivity.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager-Claims Operations
Aflac
03.2025 - Current
- Managed daily operations of team of 6-10 integrated case managers to ensure effective workflow.
- Oversaw training programs for new staff on claims policies and procedures.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently.
- Identified process improvement opportunities based on client feedback to enhance service quality.
Team Leader- Integrated Absence Management
Guardian Life Insurance
Plano
07.2022 - 03.2025
- Partners with leadership to develop and communicate objectives and performance goals for the team.
- Managed direct reports’ performance by coordinating with HR to implement targeted coaching and performance improvement plans.
- Collaborate with internal business partners including Family Medical Leave, Long Term Disability, Service, Sales and Account Management, Group Quality Management and other areas within the Company.
- Collaborate with internal business partners including Family Medical Leave, Long Term Disability, Service, Sales and Account Management, Group Quality Management and other areas within the Company.
- Promote leadership model to support Guardian values.
- Created action plans based on employee engagement survey results to enhance team morale and engagement.
Team Leader-Disability Service Center
Sedgwick CMS
Remote
03.2020 - 07.2022
- Supervised a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance.
- Collaborated with team leadership to design and implement staff development plans focused on enhancing customer service skills, while communicating unit issues and resolutions to upper management.
- Monitored workloads and status; supported colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
- Analyzed and resolved customer service issues.
- Assessed team competencies to establish a baseline for identifying service opportunities.
- Maintained records of training activities, colleague progress, and program effectiveness.
- Provided timely and accurate delivery of client communications. Cultivated strong professional relationships with key clients to drive long-term business development.
Senior Disability Claim Manager
Cigna
Plano
11.2017 - 11.2019
- Assessed customer eligibility through detailed review of contractual language and medical documentation, ensuring informed decision-making based on presented facts.
- Worked directly with clients and Vocational Rehabilitation Counselors to facilitate return to work either on a full-time or modified duty basis
- Collaborated with customers and physicians to manage claims from initial medical requests through ongoing evaluations, facilitating effective medical management.
- Processed covered claims accurately and promptly, adhering to customer performance guarantees.
- Responded to all telephonic and email inquiries within customer service protocols in a clear, concise and timely manner
- Managed both new claims and open claims equally and maintained decision times
Education
MBA -
Jarvis Christian University
Hawkins, TX12-2023
Bachelor of Science - Business Administration And Management
Jarvis Christian University
Hawkins, TX12-2020
Skills
- Absence management
- Absence policy development
- Compliance training
- Performance management
- Cross-functional collaboration
- Team management
- Customer relationship management
Certification
- Certified Leave Management Specialist (CLMS)
Timeline
Manager-Claims Operations
Aflac
03.2025 - Current
Team Leader- Integrated Absence Management
Guardian Life Insurance
07.2022 - 03.2025
Team Leader-Disability Service Center
Sedgwick CMS
03.2020 - 07.2022
Senior Disability Claim Manager
Cigna
11.2017 - 11.2019
MBA -
Jarvis Christian University
Bachelor of Science - Business Administration And Management
Jarvis Christian University