Spotlight on our people: meet Rich

Rich is our Technical Coaching Lead for Long-term Disability

Rich started his career as a Claims Manager 13 years ago with Cigna. He joined New York Life, when Group Benefits Solutions was acquired by New York Life in December 2020. Now, he leads the Technical Coaching Organization, which focuses on quality measures and process improvements to drive business goals. Additionally, his team oversees "The Nest," a training environment that upskills new hires and transitions them smoothly from training into their teams. We sat down with Rich to ask him about his role – specifically how AI fits into his work and our industry. 

What is a typical day like in your role? Can you walk us through a few key tasks or responsibilities?

My day typically begins with reviewing key performance indicators related to productivity, quality, and coaching. I also spend a significant amount of time working with cross-functional teams and stakeholders to align our efforts with broader business objectives. One of my primary responsibilities is overseeing the continuous improvement of our coaching programs, ensuring our resources are calibrated and prepared to meet emerging needs.

What are some of the biggest challenges you face in your work?

One of the biggest challenges, which is also incredibly rewarding, is ensuring stakeholder alignment. This is especially true when it comes to adopting new technologies like AI, which often requires a shift in mindset. It’s crucial that we clearly communicate the “why” behind our business decisions and new tools so that everyone buys in and operates as owners of the change. 

What are the most rewarding aspects of your job?

I find it highly rewarding to see the tangible impact that our quality and coaching initiatives have on our customers, clients, and internal teams. Observing improvements in claim accuracy, customer satisfaction, and employee engagement reinforces the value of our work and motivates us to keep pushing forward. 

What do you anticipate for the future for your role and New York Life Group Benefit Solutions?

I’m excited about the future, especially in terms of how AI will reshape our industry. AI will reduce administrative burdens, streamline processes, and enable employees to focus on more strategic, high-value tasks. For customers and clients, this translates to faster service and an improved overall experience. 

I anticipate that we’ll continue to leverage AI to enhance our daily operations and innovate how we engage with stakeholders. This will empower our employees with the tools they need to deliver industry-leading standards of service to our customers and clients.