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SUPPORflNG SUCCESS
Employee Performance Assessment

Employee Name:

Employee number:

Whitney Taylor
Job title/Job grade:

LL48920
Length of time in current
position:
2 Years

GROUP BENEFITS EXAMINERIJG5

DepartmentlDivision:
Group Health & Dental Claims
Performance period:
From October 1, 2014

Review date:

October2015

Appraisers Name:

Barb Etver

E950 4/00
-

Whitney.doc

To September 30, 2015

2015

Part 1: Performance Results & Skills Ratings

In the spaces below, record what the individual is expected to do on the
job (major accountabilities only), and what measurement criteria will be
used in the assessment. Based on feedback and your direct observation,
indicate the actual performance results achieved and the consistently
demonstrated behaviors that support the ratings. Provide specific
examples and indicate the performance rating for each objective.
Definitions of performance ratings can be found in Part 2 Overall
Assessment.

The rote of Group Benefit Examiner is to adjudicate dental and/or healthcare claims
while providing a high level of quality and productivity within a timely manner to meet
the service commitment to customers.
Manapin Resources and Drive for Results:
Demonstrates a sense of urgency in resolving claims. Is persistent in spite of obstacles
and opposition. Effectively manages/balances a variety of assignments and establishes
and meets individual/team performance objectives.
Productivity Measurement
105 % or more = Superior
97 104.99 % = Fully Satisfactory
9096.99% = Developing
Less than 90 % = Unsatisfactory

Individual Productivity Results: 94.97% Very close to the target Whitney!

Customer View/Customer Service- Internal & External:

Views all decisions/actions through the eyes of customers; listens to customers,
effectively determines and satisfies customer needs in an accurate, timely, courteous and
professional manner; focuses on finding innovative ways to deliver better value to our
customers
Quality Measurement Head Office Audit
99 100 % = Superior
98 98.99% = Fully Satisfactory

Less than 97%

Unsatisfactory

Individual Quality Results: 96.9%

Overall quality (includes GCCS & Other Audits)

4.75% for GCCS and other which is meeting expectations.

Overall a rating of Meeting Expectations.

E950-4100
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2015

,
.

Based on feedback and your direct observation, indicate the actual

performance resu)ts achieved and the consistently demonstrated
behaviors that support the ratings.

2
c

E
Living Purpose and Vision: understands how their work contributes to the Group
Division Purpose and Vision; is aware of how their work impacts other areas; knows
how

their job

contributes to changing lives for the better; actively demonstrates Purpose

driven behaviour
Whitney works with purpose for our customers and she strives to provide them with
good quality and service results. She understands how her works relates to other areas
and makes sure she completes her refers and web forms accurately.
Integrity: is seen as truthful; extends trust; admits mistakes; treats everyone with
dignity and respect; complies with policies/procedures; words and actions are consistent;
models behaviours aligned with core Values; provides/is open to feedback; listens first;
provides recognition; maintains confidences; honors commitments

Whitney is willing to learn from her mistakes and tries to not make them again. She is
open to any type of feedback and likes to be trained on new benefits. Whitney will work
overtime when requested to help

our customers.

Partnership: builds working relationships; shares information; fosters co-operation,

collaborates with all stakeholders

Whimey is

willing to help out anyone who needs assistance and will

take

on extra work

when she can.

Individual Technical / Business Knowledge and Problem SoMn/Decision Making

Skifis:
Meets Expectations: Uses specified procedures or guidelines in analyzing
problems, uses good judgment, ensures Values guide decisions

&

solving

Exceeds Expectations: Consistently performs at a higher technical level, effectively

identffi hl9z ijidb iijioblems to resoluionees existing problems in new
ways and has a continuous improvementlinnovative approach to solving problems,
recognizes impact of decisions on related areas, knows the business
as a credible source of information

and

is recognized

Whitney has

done really well this year in learning how to process crowns and
She uses her reference material appropriately and has very good
She makes good business decisions.

orthodontic claims.
questions.

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.1

2015

Based on feedback and your direct observation, indicate the actual

performance results achieved and the consistently demonstrated
behaviors that support the ratings.

Communication Skills:
Expresses views/ideas clearly, logically in written and oral form, written
communications are polished and professional and free of grammaticallspellmg errors.
Seeks to obtain clarity and confirm understanding and understands who to
communicate with, when, how etc.

Whitney has very good communication skills both verbally and in written form. Her
write ups and refers are well documented and accurate. When sending letters and
blank notes to customers she is professional. V/hen making telephone calls to
providers she is efficient.

Managing Chan2e/Continuous Improvement/Innovation:

Looks for ways to continuously improve work; fmds innovative ways to deliver better
value to our customers; embraces change; aware of their role in change management
process; understands that change is the norm; looks for ways to make changes work
rather than why change wont work; shows willingness to learn new methods; adapts
to change quickly and easily; seeks to understand what needs to be done differently as
result of change; accepts the ambiguity that comes with change

Whitney manages change well and has embraced her training. The feedback from all
her training classes was that she learned the benefit well and should handle future
claims without much assistance.

Attendance
# of days

# of occurrences

Part 2: Overall assessment (based on results and behaviors)

Indicate with a checkmark (/) the individuals overall level of performance. Be sure to consider both what the
individual accomplished on-the-job as well as how he/she accomplished it.

Performance
unacceptable

Performance does not meet the

minimum expectations for the
position and/or is not
progressing accorthng to plan.
An action plan is required.

E950-4100
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Performance
developing

Performance does not fully or

consistently meet expectations
for the position but is
progressing according to plan.

Performance meets
expectations

Performance fully and

consistently meets the
expectations for the position,

Performance exceeds
expectations

Performance consistently
exceeds the expectations for
the position.

Performance
distinguished

Performance is clearly held as

a target example of
outstanding achievement.

2015