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LORI M. WATSON
_____________________________________________________________________________________
_____________________________________________________________________________________
144 Blackstone Drive
San Rafael, CA 94903
Home/Cell: 415-686-0762
loriwatson5@gmail.com
----------Executive Profile----------
 Over25 yearsof LongTermCareInsurance claimsexperienceinpositions suchasSeniorTechnical
Specialist,TechnicalDirector,PracticesandQualityAssuranceDirector andClaimsManager.
 Over 7 yearsofclaimsexperienceasaBenefitAnalyst,Sr.BenefitAnalystandSupervisorinother
typesofinsurancesuchasLongTermDisability,Life,TravelAccident,AccidentalDeathand
Dismemberment,HospitalIndemnity,Medical,DentalandVision.
Richmixof identifying andmanagingclaimrisk,leadingclaimsprofessionals,developingand
implementingdepartmentstandardoperatingprocedures,deliveringqualityassurance,assuringstate
andfederalcompliance,assistingwithnewproductdevelopment,anddrivingandmanaging
operationalgrowth.
-----------Core Accomplishments----------
 HeldkeyleadershippositionsinClaimsOperations leadingmultipleteamsofClaims staff
responsibleforclaimsadjudicationandotherClaimsfunctions.
 Responsible for thedevelopmentof andadherencetohundredsofstandardoperatingprocedures
includinganinternalreferralcontrollershipmatrixassuringcustomersatisfaction,quality
assuranceandsoundriskmanagement.
 Designedandimplementedthreenew internalqualityassuranceprogramsprovidingclaims
managers withreliable associate performancedata.
 Primaryclaimadjudicationliaisonwithcarecoordinationsuppliers.
 Extensiveindustryandproductknowledge. Seniorsubjectmatterexpertforclaimsadjudication,
escalations,riskdecisionsandcomplexclaimscenarios.

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 Designatedcompanyrepresentative andregularspeakerattheIntercompanyLongTermCare
InsuranceConferences,LongTermCareInsuranceForumandothervenues.
 ServedontheInternationalClaimAssociation’sHealthCommitteefrom2010 to2012.
 ServedasthechairpersonfortheLongTermCareClaimsNationalAdvisoryCommitteefrom2009
to 2011.
 RecipientofGenworth’sesteemed2011 Chairman’sCompassAward.
-----------Skills----------
 ExceptionalLongTermCareInsuranceclaims adjudicationknowledgeandexperienceandsound
claimsadjudicationknowledgeofseveralotherlinesofinsurance.
 Able tounderstandandinterpretpolicylanguageandinsurance lawsandregulations.
 Abletostayabreastof insurance industrychanges,understandandmonitorrequirementsand
changesthatimpactinsurancepoliciesandpractices.
 Skilledatidentifyingnewinsurance productrisks.
 Abletomanagechangetomeetprocessimprovementobjectivesandgoals.
 Excellentverbalandwrittencommunicationskills necessarytoinfluence,facilitateandnegotiate
businessdecisions atthedepartmentlevelandattheseniormanagementlevel.
 Skilledincultivatingandmaintaining successfulrelationshipswithinternalandexternal partners
andcustomers.
 Abletoworkrapidlyandsuccessfullyexecuteonmultipleresponsibilitieswithaggressive
deadlines.
 Superiorleadershipskillsandabilities.
 Skilledrepresentativeintestifyingincourtroomscenarios.
----------Professional Experience----------
GenworthFinancial, SanRafael,CA
ClaimsManager March2015–Present
 Directedallaspectsofdailyoperations forGroupLTCClaims assuringthattheteamprovided
superbcustomerservicethroughtelephone,e-mail,writtencorrespondenceandother customer
interactions.

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 Developedandmaintainedapositive'ClaimsCulture'byleading,coaching,training,and
motivatingthe BenefitAnalysts.
 DevelopedandimplementedprogramstomeetGroupClaimsgoals/objectives.
 Maintainedindividualanddepartmentmetrics. Increaseddepartmentproductivitybycontinually
monitoring andmeasuringperformancelevelsand qualityassurancestandards.
Sr. ClaimsSpecialist June2013– March2015
 Participatedintheidentification,developmentandmaintenanceofLTCClaimsStandard
OperatingProcedures.
 Facilitatedandrespondedtothirdpartyauditsandinquiriesincludingdevelopingcompany
responses.
 ProvidedfeedbackanddirectiontoClaimsteammanagersaswellasassociatesregardingteamand
personalperformance.
 Providedclaimadjudicationsenior subjectmatterexpertisetoallLTCClaimsassociates.
Director,PracticesandQualityAssurance April2009-June2013
 Ledateamof Claims QualityAssuranceAnalysts responsiblefor auditingmonthlystatistically
significantsamples ofanumberofdifferentaudittypes; providing,onaregularbasis,Claims
managersatalllevelswithassociateperformanceandclaimhealthdata.
 Ledateamof Claims PracticesSpecialists responsiblefor thedevelopmentandimplementationof
theClaims StandardOperatingProcedures.
 Ledandoversawthedevelopment,documentation,maintenanceofandtrainingonClaims
StandardOperatingProcedures.
 LedandimplementednewQualityAssurancePrograms.
Director,TechnicalServices September2001–April2009
 Ledateamof Claims TechnicalSpecialists responsibleforthemanagementofclaim declinations,
appeals,complaints,excessauthorityclaimsandothercomplexclaim scenarios.
 Providedclaimsadjudicationtrainingtothecaptivesalesforce.

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 WorkedcloselywithprojectteamsandotherClaimsleaderstosatisfycustomersandtoensure
efficientmanagementandmonitoringofworkflows.
GE Capital/GenworthFinancial 2001-2009
Sr.TechnicalSpecialist,LongTermCareClaims
AMEXLife/GE Capital 1995-2001
TechnicalSpecialist,LongTermCareClaims
AMEXLifeAssuranceCompany 1988-1995
BenefitAnalyst,Sr.BenefitAnalyst
Long TermDisability,HospitalIndemnity,TravelAccident,
LifeandAccidentalDeathandDismembermentClaims
BankersLife/PrincipalFinancialGroup 1983-1988
ClaimsExaminer,Sr.ClaimsExaminer,ClaimsSupervisor
Medical,DentalandVisionClaims
----------Education----------
CollegeofMarin,Kentfield,CA
IndianValleyCollege,Novato,CA
DominicanUniversityofCalifornia,SanRafael,CA