Michael Baker

Experience

1. Manager Claims

   Lincoln Financial

   Jan 2015 — Present · Greensboro, NC

   Manage a team of Claim Examiners ensuring claims processed are accurate and timely. Ensure workloads are appropriately balanced among team members.Approve and makes claim management related financial decisions with company guidelines. Manages and responds to escalated issues and concern.Monitors and evaluates overall metrics for team productivity and takes appropriate actions to meetor exceed standards.Provides technical direction to claim team members on claims adjudication.Ensure all claims eligible or ineligible for payment conform to quality, production standards and specifications.Ensures claims processing is consistent with applicable policies, regulations, procedures anddepartment guidelines.Identify and process inefficiencies and cost reductions. Develop and recommend mitigation plans.Support and enhance departmental organizational capability by collaborating with management to positively influence change.Specialties: Call Center Leadership, Outsourcing, Customer Service, Program & Project Management, Team Development, Developing & executing process improvement plans, Managing operation budgets.

Skills

• Business Strategy
• Outsourcing
• Team Building
• Vendor Management
• Customer Satisfaction
• Project Management
• Strategic Partnerships
• Business Process
• Program Management
• Process Improvement
• Risk Management
• Customer Experience
• Budgets
• Operations Management
• Business Analysis
• Sdlc
• New Business Development
• Relationship Management
• Leadership
• Six Sigma
• Analysis
• Change Management
• Strategy
• Financial Services
• Call Centers
• Account Management
• Crm
• Business Process Improvement
• Management
• Cross-Functional Team Leadership
• Team Management