Janet L. McKay jmaad0ea@westpost.

net
30622 Piercefield Ct., Wesley Chapel, FL 33543 508-431-4641
Accomplished, versatile management professional with expertise in Project Manage
ment for large scale, complex IT system enhancements, internal/external Call Cen
ter and other shared service operations improvements in the insurance industry.
Proven ability to lead teams of highly creative professionals to develop and im
plement process improvements resulting in $2+ million dollars in cost savings. S
olid, persuasive communicator with business stakeholders, executives, managers a
nd technical teams in a dynamic, ever-changing environment/market. Excellent te
chnical, written and oral communication skills with the ability to understand an
d solve complex problems while building/mentoring a successful team.
CORE PROFESSIONAL COMPETENCIES INCLUDE
Project/Program Management V Legal Compliance V Risk Management
Strategic Planning V Internal/External Client Interface V Budget Management
Complex Problem Resolution V Negotiations V Continuous Improvement
EXPERIENCE
BENEMAX, Medfield, MA 2009-Present
Independent Member Advocate
One of the largest, full service benefit management companies for employers of a
ll sizes, industries and locations.
Created and implemented uniform, documented processes and procedures and tracki
ng system for client service to include; product offerings, explanation of co-i
nsurance, how to speak with and address customer inquiries, managing difficult c
ustomers
Develop and deliver customer service and product overview training presentation
s for the Independent Member Advocate Team and Claims Adjudicators
Educate clients and medical providers on product information and claims process
ing procedures
Manage 780+ customer calls monthly regarding claim questions and/or service is
sues pertaining to health benefits; ensuring HIPPA Compliance
Determine Current Procedural Terminology (CPT) codes and process claims utilizi
ng Pay Direct and Rims systems over 7,000+ claims monthly for medical providers
such as Blue Cross Blue Shield, Tufts, United Healthcare, Aetna and Fallon
Research, analyze, investigate and resolve confidential service issues with med
ical providers, providing superior customer service to clients and their employe
es
METLIFE INSURANCE COMPANY, Tampa, FL 2000-2009
Director, Life New Business Shared Services 2006-2009
Leading provider of insurance and other financial services to individual and ins
titutional customers.
Directed the day-to-day operations of the Policy Issuance department, Policy Ch
ange department, Customer Call Center; ensured compliance with all legal require
ments such as policy replacements, 1035 exchanges, policy/contractual changes; 7
-14 direct reports
Project manager for full cycle IT system enhancements and sizing; researched an
d analyzed complex business needs; developed strategic business plan and wrote B
usiness Requirement Documents, as well as functional specifications; participate
d in user acceptance testing to support business initiatives
Developed and managed $6 million annual departmental budget
Directed and oversaw the imaging and work flow of over 1.2 million documents pe
r year
Janet L. McKay jmaad0ea@westpost.net Page 2 of 2
METLIFE INSURANCE COMPANY continuedK.
Managed a team of 20 employees to re-engineer and consolidate four (4) policy o
utput locations in to Tampa site; mapped imaging, work flow distribution, and el
ectronic interfaces for all life insurance policy issuances; increased policy ou
tput from 2,000 to 12,000 daily and reduced expense gap by $2+ million dollars a
nnually; decreased processing time from 7-10 days to same day
Project lead and Subject Matter Expert (SME) for 8 member, cross functional Cli
ent Acquisition Systems (CAS) team; re-engineered a platform for policy data col
lection; reduced fourteen (14) different manual and automated systems down to on
e (1) automated system; improved efficiency by 95.5%
Identified, analyzed and tracked service gaps for the changing needs of custome
rs through capturing customer feedback and risk assessments; developed solutions
and implemented creative change procedures to increase team performance and pro
vide exceptional customer service while maintaining client retention
Directed the day-to-day activities of a busy call center that handled eight (8)
service prompts and 6,000+ calls monthly
Partnered with cross functional leadership team and SMEs on several special pro
jects serving corporate initiatives policy print consolidation, same day term cl
aim issuance and payment processing, transition of policy change department; int
egrated an acquisition and discovered a major flaw for remittance services, crea
ted and implemented a remittance services work flow process
Developed and delivered presentations for insurance Commissioners, business sta
keholders, senior management, agents and customer groups on a variety of subject
s and products
Reviewed and renewed vendor contracts and monitored agreements legal compliance

Manager, Policy Change Services Unit 2000-2006

Managed daily operations of 27 direct reports in the Policy Change Services dep
artment, that supported the career agent and brokerage distribution channels; Su
bject Matter Expert (SME) for unit
Developed and implemented business plans to align with the corporate goals and
objectives
Created written documentation to the producers, on a regular basis, relative to
changes in work process and/or compliance regulations
Established and cultivated solid relationships with senior management, colleagu
es in various departments and vendors to support Policy Change Services in its a
chievement of established customer service goals;
EDUCATION/PROFESSIONAL DEVELOPMENT
St. Leo University, San Antonio, FL
Business Management
Kaplan University, New York, NY
Medical Coding Certification
Courses in Frontline Management, Identifying Money Laundering, FISH Philosophy,
360 Feedback, Stocks & Securities, Leading vs. Managing, Effective Listening Ski
lls, Sexual Harassment, On Boarding, HIPPA Compliance