Susan Clark

Head of Disability and Absence Management @Zurich North America

Plantation, FL, US

Key member of the management team to start up the group benefits business from ground up. Oversee claims including clinical management for STD, LTD, statutory benefits, FMLA, insured and self-insured. Accountable for the entire claims process from intakes and assessment to approvals or denials and adjudication. Other areas of responsibility encompass policies and procedures, State filings, compliance reviews, vendor management, customer satisfaction, staff management and P&L. Built book of business of annual premiums to Exceeded all SLAs and departmental metrics for clinical claims management. Attracted and hired a high performing team and coached them to succeed in surpassing annual goals and objectives. Created new workflows to set up a new business unit from the ground up. Wrote and implemented SOPs. Developed 18-month roadmap for software development to support new line of business. Championed the procurement of a claims system and wrote the business requirements for it. Trained team on user acceptance testing protocols to successfully test new software for business launch. Vetted, selected and negotiated all vendor contracts. Hold complete oversight of LTD vendor who handles all of our disability claims, ensuring they meet SLAs. Defined departmental metrics, instituted KPIs and spearheaded the development of SLAs for clients. Increased customer satisfaction rate from 4.8/5 (first year) to 5/5 FY2018.

Broward College

🎓 Associate of Science Degree in Nursing

Virginia Intermont College

🎓 Bachelor of Arts Degree in Equitation