Erica Hartline

Strategic Disability & Leave Program Leader | Quality Assurance Executive

Accomplished leader in group benefits and disability management with 20+ years of experience driving innovation, quality, and compliance across large-scale insurance operations. Proven expertise in designing and optimizing complex disability and leave programs, negotiating vendor performance, and managing multimillion-dollar service guarantees. Recognized for elevating client satisfaction through trusted advisory relationships and operational excellence. Adept at mentoring high-performing teams, implementing audit frameworks, and contributing to enterprise-level process innovation. Certified in Leave Management and currently expanding capabilities through executive education in analytics and data-driven leadership.

• Disability & Leave Program Strategy – Expertise in STD, LTD, FMLA, paid leave, life, and dental insurance plan optimization, with strategic oversight of program design and benefit modernization.
• Vendor Management & Procurement – Skilled in vendor performance auditing, contract negotiation, and aligning carrier services with performance guarantee metrics.
• Project Leadership & Execution – Proven ability to lead cross-functional initiatives across diverse product lines, delivering quality outcomes on time and within budget.
• Client Relationship Development – Trusted advisor to national and mid-sized clients, focused on retention, satisfaction, and translating benefit operations into business value.
• Thought Leadership & Innovation – Recognized for creating enterprise-wide frameworks and driving process innovation to reduce risk and improve quality.

MetLife, CT 

2003 —2024

Director, Quality Assurance

2019 —2024

• Led enterprise-wide quality programs across a multi-line benefits portfolio, including STD, LTD, LOA (FMLA/state/company), IDI, Clinical, Life, Dental, RIS, Annuities and Call Center — aligning disability and leave strategy with evolving compliance and client needs.
• Oversaw recovery and performance units for Disability and Dental, driving operational change and ensuring procedural alignment across disability, life, and leave programs.
• Executed targeted audit and QA frameworks that reduced compliance risk and identified systemic process enhancements across vendor and internal operations.
• Managed $100M+ in client performance guarantees annually, negotiating risk mitigation strategies and ensuring contractual compliance through robust operational controls.
• Launched firmwide NIGO tracking and remediation program, optimizing claims intake processes and improving SLA adherence for high-value disability and leave accounts.
• Acted as strategic liaison for high-profile employer accounts, driving retention and satisfaction by aligning disability management outcomes with client business goals.

Manager, Quality Assurance

2015 — 2018

• Directed a team of 30+ associates managing group Dental and Disability quality initiatives with a $2.1M budget.
• Redesigned audit and reporting processes, saving $1.6M in staffing while maintaining performance oversight.
• Reduced performance guarantee liability by $800K+ by standardizing and renegotiating 70+ nonstandard commitments.
• Mitigated financial exposure by $600K+ over two years through operational process refinements and SLA enforcement.
• Improved turnaround time for executive reporting by 50%, enhancing visibility into claim quality metrics.

Long-Term Disability Unit Leader

2009 — 2014

• Led Long Term Disability operations and team of 15 specialists, managing national and mid-sized employer accounts.
• Delivered compliance with contractual service commitments, ensuring accurate claim adjudication and process discipline.
• Negotiated service agreements with internal stakeholders and external clients to align delivery with expectations.
• Enhanced customer retention and account profitability by translating performance metrics into actionable client strategy.

Business Procedures Consultant

2005 — 2009

• Drove operational improvements through critical quality audits.
• Identified business trends, developed solutions and provided necessary training and coaching to the business.
• Championed change through thoughtful partnerships with senior leaders and key stakeholders.

Senior Claims Specialist

2003 — 2004

• Managed claims for STD, LTD, FMLA, Statutory and Company leaves.
• Provided exceptional customer service.
• Made fair and appropriate claim determinations in compliance with all regulations and contractual expectations.

Bachelor's Degree- Business Administration with a specialty in Human Resources- Central Connecticut State University