Michelle Kilgour
About Michelle Kilgour
Michelle Kilgour serves as a Case Manager II in Behavioral Analysis at Sun Life Financial, where she has worked since 2014 in Portsmouth, NH. She specializes in supporting claimants in their return to work goals and has a background in psychology and information science.
Work at Sun Life
Michelle Kilgour has been employed at Sun Life Financial since 2014, serving as a Case Manager II in Behavioral Analysis. Over her ten years in this role, she has provided customer service in accordance with the company's best practice guidelines and multiple group policies. Based in Portsmouth, NH, she supports claimants in achieving their return to work goals. Her responsibilities include managing a caseload of over 60 ongoing and pending claims, ensuring timely and accurate decision-making for claim approvals and denials.
Education and Expertise
Michelle Kilgour holds a Master of Library & Information Science (MLIS) from Simmons College, where she studied Corporate Library Information Science from 2010 to 2013. Prior to that, she earned a Bachelor of Science degree in Psychology and Business, focusing on Marketing and Management, from Elmira College between 2006 and 2010. This educational background supports her expertise in case management and behavioral analysis.
Background
Before her tenure at Sun Life Financial, Michelle Kilgour worked as a Student Worker at Elmira College from 2006 to 2010. She also briefly held a position at AccuFile as a Case Filer and Loose-Leaf Filer in 2014. These roles contributed to her foundational skills in case management and administrative support.
Case Management Skills
In her role as Case Manager II, Michelle Kilgour develops and maintains outcome-focused case management plans. She collaborates with medical and vocational experts, employers, claimants, and co-benefits administrators to ensure comprehensive support for individuals navigating the claims process. Her approach includes conducting thorough fact-finding research and telephone interviews to assess both medical and non-medical factors influencing disability claims.
Technological Proficiency
Michelle Kilgour utilizes various technological resources across multiple platforms and databases to enhance the accuracy and fairness of claimant eligibility determinations. Her proficiency in technology aids in the efficient management of her caseload and supports her decision-making processes regarding claim approvals and denials.