New Resume Liz Depfer1

Depfer, Liz Year-End Review - 2018

Claims Specialist I, Medical Organization: MACZ Cas NILC PIP Dir544 (Molly Doyle)
Manager: Molly Doyle Location: Maryland - Columbia, 7125 Columbia Gateway Drive
Evaluated By: Molly Doyle
01/01/2018 - 12/31/2018

Overall Rating (Required)

Manager Overall Input

Rating: Successful

Results

What were your top Results outcomes and opportunities? (Weighted: 80% for Associates, 70% for
Leaders)

Manager Input Associate Input

Rating: Successful

Response: CSI - Department and CA Contribution Response: I believe that the quality of my files is
Department - Overall 8.8 consistently in the successful range.  I work
Returned Calls 90% hard to maintain the due diligence necessary
Kept Informed 8.8 to have a properly handled file while making
Courtesy 9.2 appropriate payments and paying on time. I
Handled Medical Portion 9.2 keep my AIS low and my activities at the
acceptable limits allowing me to maintain an
Team CSI – 183 Surveys acceptable pending and work diligently to
Overall Score – 8.4 maintain and close files without closing
Returned Phone Calls – 82% prematurely. While my overall CSI score
Kept Informed 8.1 does not accurately reflect the work that I do
Courtesy – 8.8 with my customers, if you take the medical
Handled Medical Portion 8.9 score alone on my claims you would see that
my customer service score is in the 9-10
Overall CSI - Basedon 11 Surveys 7.8 range.  I have no customer complaints and I
Returned Phone Calls 8.2 work hard to handle each policyholder with
Kept Informed - 7.5 care trying to meet the needs of each and
Handled Medical Portion - 9.8 every situation.

Contacts Based on 20 File Reviews
Overall Contact Score 81.82% - Initial 80%
and subsequent 84.61%)

Pending Control/Claim Resolution
Current Pending 132, Aging 25
Overdue Activities - 11

Live Call Coaching/Observation
Calm and professional.     Survey discussion
was completed.   

Complaints/Complements
No complaints received.   

Quality -
Exceptional: = 97%
Successful: 92.0% - 96.9%
Developing: = 91.9%

Overall Quality - Based on 20 File Reviews -
94.27%
Contacts 81.82%
Coverage 90%
Investigation 94.79 (ISO/Scan Alerts)
Evaluation 100%
Reserving 100%
Loss Payment Appropriate 94.44%
Compliance 94.92% (EORs)

Expense :

Interest Payments - $0.
IME/Peer Review - N/A
SIU Referrals - 3 - $9400. in Savings
CMS Referrals - N/A
Sub Referrals - N/A
Medicare - 2 claims - $11,636.

MANAGER COMMENTS: Liz, your overall
medical portion score from CSI surveys of a
10 went a long way in supporting our overall
team and department CSI score. There is an
area of opportunity related to timely
contacts. Consistent attempts to reach the
customer and/or their attorney is critical.
Please make this a top priority in the coming
year. Your payments are timely with no
interest payments. Your AIS is always one of
the lowest in the team. You identify red flags
and had 3 successful SIU referrals. Your
pending is well maintained and you
consistently review your aged files to try to
resolve.

Additional Manager Input

People

What were your top People outcomes and opportunities? (Weighted: 20% for Associates, 30% for
Leaders)

Manager Input Associate Input

Rating: Successful

Response: Liz, you have provided support for several Response: Again, I would say my individual CSI medical
MACZ celebrations, such as Field Day and scores on my surveys would speak to my
department celebrations.     You gathered people outcomes.  I work hard to satisfy my
the number of attendees and their food ph and handle each and every claim and
choices, ordered meet their needs.  The only opportunities I
and took charge of the food distribution.      would see is perhaps to take some
You work well within our team.     I would like opportunities to work on more projects/
to see you take teams outside of the unit as time becomes
part in more opportunities outside of our more available for me to do so.
team and department.     

Additional Manager Input

Values/Compliance

Did you effectively meet the Values/Compliance expectations?
Add comments as appropriate.

Manager Input Associate Input

Rating: Yes

Response: You work to provide excellent customer Response: I have been at Nationwide for 15 years and
service and to help your team whenever have always demonstrated Nationwides
possible.    You are always professional and values and expectations.  I believe in the
respectful with our customers and  your company and where it is going.
coworkers.

Additional Manager Input

Overall Comments

What were your overall performance highlights and opportunities for development?

Manager Input Associate Input

Response: Liz, I enjoy working with you.    You are Response: I am a valuable member to the team, my
consistent and focused on achieving all performance is consistent, I am a team
goals.    You work hard to keep you pending player, and I believe in the Nationwide
in control and to pay your bills in a timely values.  I work hard at what I do. I am
fashion.     I am looking forward to a consistently in the successful range of the
successful 2019. parameters of file quality and compliance.  I
am always willing to chip in and tackle tasks
like The Fall Festival, Lunch for Field Day,
Gails retirement Party, team luncheons,
helping a teammate. Mostly I am a very quiet
person and I may not scream in the aisles
but I am and can be a very valuable asset to
the team.

Additional Manager Input