A claims manager is like the quarterback on a football team. They’re responsible for ensuring that claims are processed quickly and accurately. For 18 years, Mary Sanford has helped effectively move the claims efficiency ball down the field for USAble Life. Mary’s had a hand in several high-profile process improvements just within the last year. She was a key player in developing our new online claims submission process and optimizing our FINEOS claims system.
Mary started with the company as a wellness examiner and eventually served as supervisor of claims of life and supplemental products. She now manages the claims of our life and supplemental product lines and the intake team she helped develop as a supervisor early on in her USAble Life career.
“That was my proudest achievement,” said Mary. “Before we created it, coordinators would get the mail, put claims in folders, and take them to the examiners. Now the process is automated. We have a phenomenal team. Anything that comes in — mail, fax, or whatever — is in the claim file and to the examiner within 24 hours.” It’s worth noting that the industry average is four days.
“Mary’s passion and commitment are exciting,” said Shane Loftis, interim director, claims. “She’s dedicated, loyal, and cares about her work. She strives to try different solutions and identify value-added improvements for her team, such as working closely with IT the past few years on new claims technology.”
“Anytime we can help our customers by paying claims promptly or explaining why we can’t pay a claim so that they understand their policy, helps us retain customers,” said Mary. “We know it’s an emotional time for them. We let them know that we’re here for them and we care. Sometimes that involves just listening.”
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